Service Desk Analyst: II; Intermediate

Position: Service Desk Analyst: II (Intermediate)
Location: Flint, MI
Salary: $25.00 USD Hourly - $30.00 USD Hourly
Description:
Job Title:
Service Desk Analyst

Location:
Flint Michigan (4 days Onsite, 1 day remote)

Type: 6+ Months Contract

Contract only W2

JOB DESCRIPTION

Summary:

The Service Desk position provides outstanding customer service at all times.

- The service desk's role is to provide technical assistance and support related to computer systems, hardware, or software.

- Responds to queries, runs diagnostic programs, isolates problem, and determines and implements solution.

- The person will also troubleshoot problem areas (by telephone or instant message) in a timely and accurate fashion and provide end-user assistance where required.

- This high-volume service position will allow you to engage your customer service skills by delivering prompt and accurate answers to our colleagues and the support team.

Duties & Responsibilities:
- Work individually and as a team to meet and exceed established goals, i.e., call handle time goals, availability goals, and quality goals
- Compile documentation necessary for effectively fulfilling customer needs
- Document all notes required in the appropriate systems so that staff can be educated and prepared in being successful
- Follow up with customers to ensure issue has been resolved
- Drive initiatives that improve the service desk
- Partner with internal support groups in providing the best service to our colleagues
- Other duties as assigned

TECHNICAL SKILLS

Must Have

• "1+ year(s) of IT support or IT Service Desk experience required. This can be a combination of professional work experience, internships, academic projects/ coursework. Associate degree in Computer Science, Information Technology or relevant working experience."

Nice To Have

• Experience with Active Directory and Service Now, or relevant tools.

Previous banking environment experience preferred Ability to demonstrate professional verbal communication skills Ability to quickly resolve complex customer problems using various resources including computer screens and other reference material Ability to professionally handle dissatisfied callers.

Ability to use a headset and to sit for long periods of time Experience with Microsoft Office applications and the Internet A+ and Network+ certifications HDI certifications

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Contact:

This job and many more are available through The Judge Group. Please apply with us today!