Service Desk Analyst

  • location: San Antonio, TX
  • type: Contract
  • salary: $17 - $18 per hour
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job description

Service Desk Analyst

job summary:
Service Desk Analyst

Available shifts/days/hours listed below:

4 mid shifts (M-F; start times between 9:30AM-12PM with end times 6:30PM-9PM




 
location: San Antonio, Texas
job type: Contract
salary: $17 - 18 per hour
work hours: 8 to 5
education: High School
 
responsibilities:
- Supports Tier 2 service request and incidents

- Provide 24/7 Service Desk support that includes: initial problem determination, clear and concise documentation, diagnostics and information capture, resolution (when possible), customer status updates, transfer of service requests to appropriate IT or other workgroups, internal and external service level management, and problem notification to the customer management

- Serves as the single point of contact to the customer's end users for information technology-related issues, problems and requests

- Coordinate, monitor and handle all Service Desk open incident tickets in order to ensure issues are closed within the required Service Levels, work directly with the Client's service partners for escalation and timely issue resolution

- Assist Service Desk Management with reporting, analysis, or testing tasks

- Contribute current technical information and best practices to the knowledge base utilizing KCS methodology

- Possess business acumen for all clients supported

- Perform IT Service Desk services as follows:

- Unlocking user accounts

- Resetting mail and other applicable system passwords

- Monitoring the customer's network resources via customer provided tools

- Coordinate service request for SecurID tokens used for Remote Access

- Supporting Client owned cellular phones and Smart Phones

- Creating and tracking Guest Net (wireless) access

- Performing troubleshooting on:

o Printers and Peripherals

- Escalate to appropriate IT support staff, if a problem cannot be resolved on first contact

- Appropriate procedures will be followed for after-hours contact

 
qualifications:
Preferred Skills and Certifications

- Familiarity with Information Technology Infrastructure Library ("ITIL v3")

- Customer Service training -top shelf soft skills

- Bachelor or Associate degree in a computer-related field of study or equivalent experience

- Incident Management system skills (Remedy)

- Microsoft Certified Professional certification

- HDI Customer Support Specialist (CSS), Help Desk Analyst (HDA), Knowledge-Centered Support (KCS) or similar certifications

Chat Support Experience with Bomgar Chat Solution a major plus

VDI Support a MAJOR plus.

 
skills: Preferred Skills and Certifications

- Familiarity with Information Technology Infrastructure Library ("ITIL v3")

- Customer Service training -top shelf soft skills

- Bachelor or Associate degree in a computer-related field of study or equivalent experience

- Incident Management system skills (Remedy)

- Microsoft Certified Professional certification

- HDI Customer Support Specialist (CSS), Help Desk Analyst (HDA), Knowledge-Centered Support (KCS) or similar certifications

Chat Support Experience with Bomgar Chat Solution a major plus

VDI Support a MAJOR plus.


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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