Our client is seeking an ITSD Hub Service Desk Agent. Resonsible for first level support to follow agreed procedures following the ITIL framework, identifying, register and categorize incidents and service requests. The Service Desk Agent acts as a single point for IT Users. The Service Desk Agent gathers information to enable incident resolution, promptly applying corrective actions, deliver standard services (request fulfillment) and forwarding within the incident process to other Resolver groups.
location: Lakewood, Colorado
job type: Contract
salary: $18 - 21 per hour
work hours: 12am to 9am
education: No Degree Required
responsibilities: Key tasks & responsibilities
Responding to first level support requests via multiple sources such as portal, phone or email.
Capturing call data into the incident management tool.
Communication with IT Users in a courteous and professional manner
Diagnoses client problems relying mainly on checklists and training, via remote access to diagnose, resolve or forward to 2nd level Identification of recurring problems and notification of team members
Assisting in the resolution of application, hardware and software problems following process or Knowledge Articles (KA's).
Awareness of service level agreement targets and ensure that they are not breached.
Communicates service procedures to IT Users Monitoring of the Network and key applications Escalate when necessary to line management
Track incident status and inform users regarding status
Get approval for incident resolution / request fulfilment from user
The essential functions of this role include:
- Experience level: Experienced
- Minimum 2 years of experience
- Education: No Degree Required
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.
For Colorado Residents Only: The hourly range for Colorado residents is $15.00 to $25.00/hour. Pay is based on several factors including but not limited to education, work experience, certifications, etc. In addition to your salary, Randstad offers a comprehensive benefits package, incentive and recognition program, and 401K contribution (all benefits are based on eligibility).