Service Desk Analyst
Akkodis, Florida, NY, United States
Akkodis is seeking an experienced Service Desk Analyst for a 6+Months Contract to Hire. This is an on-site position in Bonita Springs, FL 34134.
Job Title: Service Desk Analyst
Location: Onsite-Bonita Springs, FL 34134
Duration: 6+ Month Contract To Hire
Rate Range: $20/hr. to $22/hr. (The rate may be negotiable based on experience, education, geographic location, and other factors.)
Benefits (401K, PTO, perks, etc.):
Medical, dental, vision, PTO, life insurance, retirement, and STI bonus. Job Summary:
Successful candidates will Support incoming Incidents and Requests from multiple communication pathways, mainly consisting of Phone, Email, and Self-Service tickets, in a fast-paced environment Provide top-tier customer support for all users, including Senior and C-Level management Be able to ask efficient probing questions and use working knowledge of Herc systems to determine the root cause of any issue as quickly as possible Actively participate in Business Acceptance Testing and User Acceptance Testing to better understand new developments Explain highly technical processes or applications in a way that is understandable to the standard end user Document all parts of the interaction with concise and accurate notes in each ticket worked on Educate users on new processes or procedures when new enhancements are made to field applications Assist the Service Desk Manager in daily metrics and reporting Responsibilities
Support Client-based applications and infrastructure for all of North America Analyze user needs, facilitate support, and provide complete solutions whenever possible Communicate issues and opportunities to Service Desk leadership Maintain a high degree of working knowledge of all IT systems and business applications within. Provide accurate and correctly detailed documentation for each solution Respond to and resolve issues within Service Level Agreement timeframes Requirements
Experience working with complex technical issues Knowledge of IT-related systems or applications Experience in customer service-related roles Understanding of ITIL practices and ServiceNow is beneficial MS Office Skills (Excel, PowerPoint, Word) are beneficial Education
High school Diploma Degree in Computer Science, Information Systems, Business Analysis, or other related field or multiple years of recent equivalent IT service experience Skills
Strong organizational, analytical, and problem-solving skills, as well as technical proficiency in standard applications Ability to be flexible, adapt to change, and work on multiple issues simultaneously and independently Excellent verbal and written communication skills, with the ability to communicate complex information in a succinct, organized manner Strong interpersonal skills, collaborative work style, and ability to develop effective working relationships and demonstrate commitment to being a team player Self-Starter; be able to work independently and get work done Application Support Service Delivery (Service Management) knowledge Equal Opportunity Employer/Veterans/Disabled:
Benefit offerings include medical, dental, vision, term life insurance, short-term disability insurance, additional voluntary benefits, commuter benefits, and a 401K plan. Our program provides employees the flexibility to choose the type of coverage that meets their individual needs. Available paid leave may include Paid Sick Leave, where required by law; any other paid leave required by Federal, State, or local law; and Holiday pay upon meeting eligibility criteria. Disclaimer: These benefit offerings do not apply to client-recruited jobs and jobs that are direct hires to a client. To read our Candidate Privacy Information Statement, which explains how we will use your information, please visit https://www.akkodis.com/en/privacy-policy.
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Location: Onsite-Bonita Springs, FL 34134
Duration: 6+ Month Contract To Hire
Rate Range: $20/hr. to $22/hr. (The rate may be negotiable based on experience, education, geographic location, and other factors.)
Benefits (401K, PTO, perks, etc.):
Medical, dental, vision, PTO, life insurance, retirement, and STI bonus. Job Summary:
Successful candidates will Support incoming Incidents and Requests from multiple communication pathways, mainly consisting of Phone, Email, and Self-Service tickets, in a fast-paced environment Provide top-tier customer support for all users, including Senior and C-Level management Be able to ask efficient probing questions and use working knowledge of Herc systems to determine the root cause of any issue as quickly as possible Actively participate in Business Acceptance Testing and User Acceptance Testing to better understand new developments Explain highly technical processes or applications in a way that is understandable to the standard end user Document all parts of the interaction with concise and accurate notes in each ticket worked on Educate users on new processes or procedures when new enhancements are made to field applications Assist the Service Desk Manager in daily metrics and reporting Responsibilities
Support Client-based applications and infrastructure for all of North America Analyze user needs, facilitate support, and provide complete solutions whenever possible Communicate issues and opportunities to Service Desk leadership Maintain a high degree of working knowledge of all IT systems and business applications within. Provide accurate and correctly detailed documentation for each solution Respond to and resolve issues within Service Level Agreement timeframes Requirements
Experience working with complex technical issues Knowledge of IT-related systems or applications Experience in customer service-related roles Understanding of ITIL practices and ServiceNow is beneficial MS Office Skills (Excel, PowerPoint, Word) are beneficial Education
High school Diploma Degree in Computer Science, Information Systems, Business Analysis, or other related field or multiple years of recent equivalent IT service experience Skills
Strong organizational, analytical, and problem-solving skills, as well as technical proficiency in standard applications Ability to be flexible, adapt to change, and work on multiple issues simultaneously and independently Excellent verbal and written communication skills, with the ability to communicate complex information in a succinct, organized manner Strong interpersonal skills, collaborative work style, and ability to develop effective working relationships and demonstrate commitment to being a team player Self-Starter; be able to work independently and get work done Application Support Service Delivery (Service Management) knowledge Equal Opportunity Employer/Veterans/Disabled:
Benefit offerings include medical, dental, vision, term life insurance, short-term disability insurance, additional voluntary benefits, commuter benefits, and a 401K plan. Our program provides employees the flexibility to choose the type of coverage that meets their individual needs. Available paid leave may include Paid Sick Leave, where required by law; any other paid leave required by Federal, State, or local law; and Holiday pay upon meeting eligibility criteria. Disclaimer: These benefit offerings do not apply to client-recruited jobs and jobs that are direct hires to a client. To read our Candidate Privacy Information Statement, which explains how we will use your information, please visit https://www.akkodis.com/en/privacy-policy.
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