Service Desk Analyst - Contract

  • location: Austin, TX
  • type: Contract
  • salary: $40 - $42 per hour
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job description

Service Desk Analyst - Contract

job summary:
One of our Austin clients is searching for a Senior Service Desk Analyst with strong technical skills, great customer service and a desire to expand those skills in a team environment. This position plays a key role in supporting 12 geographically-dispersed locations, including EMEA, APAC and the Americas. This role will primarily support the centralized 24x7 global Service Desk (Level 1) function. However, in-person support operations as secondary and on-call responsibilities for deskside (Level 2) operations will be required periodically.

location: Austin, Texas
job type: Contract
salary: $40 - 42 per hour
work hours: 8am to 5pm
education: Associates

As a Senior Service Desk Analyst, you will be responsible for Level 1 support of varied technical issues for a global enterprise. The successful candidate will have advanced experience performing in a similar role and be highly efficient at resolving technical issues in an expedited manner via telephone and through utilizing remote workstation tools.

  • Field incoming requests to the Global Service Desk via telephone and e-mail to ensure courteous, timely and effective resolution of end-user issues in an enterprise environment, including desktops, laptops, and mobile devices
  • Provide remote support and assistance focusing on the expedited resolution of incidents experienced by end-users
  • Document, assign, track, investigate and resolve issues while closely liaising with staff and keeping them informed on status
  • Utilize a Service Desk ticketing system to document and track work efforts
  • Meet ticket closure targets as defined by Service Level Targets ensuring that all requests from users are logged and correct procedures are followed
  • Liaise with third-party support and computer equipment vendors as required and know when to escalate problems to Dimensional management
  • Install and configure workstations, printers, monitors, VoIP desk phones, mobile devices, and all related software as required
  • Order equipment and software and oversee computer/hardware inventory management as required
  • Knowledge of rollout of new software and hardware to ensure consistency in company's technical standards

  • 4+ years' experience in working within a technical support role, including proven and demonstrable PC (desktop, laptop, mobile devices), printer, monitor, phone, and other IT hardware troubleshooting skills
  • 4+ years' experience with Microsoft technologies, including Windows 7/10 Operating Systems, Microsoft Office/Office365, Active Directory, Intune, and Exchange Management Console
  • Must have excellent customer service skills including being proactive, friendly, and approachable while maintaining composure in tense, high-pressure situations
  • Experience using a ticketing system such as ServiceNow or similar to manage workload
  • Excellent organizational and problem-solving skills
  • Ability to work in a fast-paced environment, work independently or as part of a team and manage time effectively
  • Ability to prioritize workload and multitask
  • Strong oral and written communication skills

  • Degree in Computer Science, Computer Engineering, or related field; experience will be considered in lieu of a degree
  • A+ Certification
  • Certification in ITIL Foundation (v3)
  • Software distribution tools (Imaging) - Ideally Microsoft SCCM 2007/2012
  • Cisco/Tandberg Video Conferencing set up and issue resolution experience
skills: Office, Active Directory, Exchange, Windows 7/10, ServiceNow, A+

Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.

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