Service Desk Analyst

  • location: Indianapolis, IN
  • type: Contract
  • salary: $18 - $19 per hour
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job description

Service Desk Analyst

job summary:
Purpose: To represent the Service Desk as an organization of the Client. This opportunity is for a long-term, 3 year contract. The Service Desk Analyst will provide resolution, or escalation, following Service Desk procedures. These procedures will be documented during Transition and updated collaboratively by Randstad and Client's Point of Contact during the term of the engagement.

The role will provide support for the software, hardware and infrastructure, along with escalation if incident cannot be resolved by the Service Desk.

Log and categorize all incidents and responses in Client's Incident management system, including time of submittal, status, response/resolution to Incidents, ownership, and time of response.

The Service Desk will receive interactions via the following channels:

Telephone

E-mail

Web chat (if implemented by Client)

Self-submit (if supported and implemented by Client)

Provide resolution or escalation following Service Desk procedures. These procedures will be documented during Transition and updated collaboratively by Randstad and Client's Point of Contact during the term of the engagement.

Provide support for the software, hardware and infrastructure, along with escalation if incident cannot be resolved by the Service Desk.

Undertake support activities that include:

Initial problem determination

Diagnostics and capture

Provide Client status updates

Assign service requests to appropriate workgroups

Exhibits regular, reliable, punctual and predictable attendance

Conforms with and abides by all clients and Randstad's regulations, policies, work procedures, instruction, and all health and safety rules.

Responsibilities:

Experience troubleshooting hardware and software

Ability to install, maintain, and troubleshoot

Proficient in supporting and troubleshooting Microsoft Office 365

Experience with Ticket /Incident Management systems

Experience with using Active Directory

Password resets and unlocks

Creating and removing users

Creating of distribution lists, adding or removing users to security groups, or setting security access level

Experience with troubleshooting Network printers

Understanding of Microsoft Exchange

User maintenance, configuration of exchange accounts, creating and removing user accounts

Minimum Skills/Requirements:

Qualified candidates should have experience with the Microsoft Office 365 suite and electronic mail systems, particularly MS Exchange, experience in troubleshoot windows, desktop tier 1 issues.

Experience with user Service Now or other ticketing systems.

Experience using a knowledge base.

Excellent customer service and organizational skills are required.

Typing minimum 35 WPM

Qualifications:

Active or recent experience in Help Desk/Service Desk support environment. (at least 2 years)

Two year computer science degree or equivalent or a minimum of 3 years technical experience preferred and maybe required

Must have at least two to three years of experience in customer support with emphasis on Windows 10.

Plusses:

Level 2 Help/Service Desk experience a plus

Shift: Required to be flexible, but schedule can be anytime during 7:30 a.m. to 5:30 p.m

Prove it Testing Required: Call Center Listening Skills P0000139; Call Center Technical Support P0000734; Typing - General P0000671

 
location: Indianapolis, Indiana
job type: Contract
salary: $18 - 19 per hour
work hours: 8am to 5pm
education: No Degree Required
 
responsibilities:
Purpose: To represent the Service Desk as an organization of the Client. This opportunity is for a long-term, 3 year contract. The Service Desk Analyst will provide resolution, or escalation, following Service Desk procedures. These procedures will be documented during Transition and updated collaboratively by Randstad and Client's Point of Contact during the term of the engagement.

The role will provide support for the software, hardware and infrastructure, along with escalation if incident cannot be resolved by the Service Desk.

Log and categorize all incidents and responses in Client's Incident management system, including time of submittal, status, response/resolution to Incidents, ownership, and time of response.

The Service Desk will receive interactions via the following channels:

Telephone

E-mail

Web chat (if implemented by Client)

Self-submit (if supported and implemented by Client)

Provide resolution or escalation following Service Desk procedures. These procedures will be documented during Transition and updated collaboratively by Randstad and Client's Point of Contact during the term of the engagement.

Provide support for the software, hardware and infrastructure, along with escalation if incident cannot be resolved by the Service Desk.

Undertake support activities that include:

Initial problem determination

Diagnostics and capture

Provide Client status updates

Assign service requests to appropriate workgroups

Exhibits regular, reliable, punctual and predictable attendance

Conforms with and abides by all clients and Randstad's regulations, policies, work procedures, instruction, and all health and safety rules.

Responsibilities:

Experience troubleshooting hardware and software

Ability to install, maintain, and troubleshoot

Proficient in supporting and troubleshooting Microsoft Office 365

Experience with Ticket /Incident Management systems

Experience with using Active Directory

Password resets and unlocks

Creating and removing users

Creating of distribution lists, adding or removing users to security groups, or setting security access level

Experience with troubleshooting Network printers

Understanding of Microsoft Exchange

User maintenance, configuration of exchange accounts, creating and removing user accounts

 
qualifications:
Qualifications:

Active or recent experience in Help Desk/Service Desk support environment. (at least 2 years)

Two year computer science degree or equivalent or a minimum of 3 years technical experience preferred and maybe required

Must have at least two to three years of experience in customer support with emphasis on Windows 10.

Plusses:

Level 2 Help/Service Desk experience a plus

 
skills: Minimum Skills/Requirements:

Qualified candidates should have experience with the Microsoft Office 365 suite and electronic mail systems, particularly MS Exchange, experience in troubleshoot windows, desktop tier 1 issues.

Experience with user Service Now or other ticketing systems.

Experience using a knowledge base.

Excellent customer service and organizational skills are required.

Typing minimum 35 WPM


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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