Service Desk Analyst
American Business Solutions, Harrisburg, PA, United States
Overview:
Engagement Type
Contract
Provides technical assistance, support, and advice to end users
for hardware, software, and systems.
•
Ensure quality standards and SLAs are followed.
•
Serves as a contact for level 1
support for users having problems using computer software, hardware, and
operating systems, and escalates as necessary.
•
Coordinates with co-workers to
research problems and find solutions.
•
Coordinates with user to
participate in diagnostic procedures or by listening to and following
instructions.
•
Track every call or email in the
IT ticketing system, currently ServiceNow.
•
Monitor call center software for
incoming calls and answer promptly.
•
Suggest update to the
user-training manuals, KB's, and procedures.
Required Experience
1 to 3 years of help desk experience
Preferred Qualifications
Experience at a similar service desk environmnet
Experience with ServiceNow or similar ticketing system Required/Desired Skills
Skill Required/Desired Amount of Experience Tier 1 Help Desk Experience Required 3.0 Years Able to work in a team environment. Required Experience with ServiceNow or similar ticketing system. Highly desired
Skills:
Tier 1 Help Desk Experience,Able to work in a team environment.,Experience with ServiceNow or similar ticketing system.
Engagement Type
Contract
Provides technical assistance, support, and advice to end users
for hardware, software, and systems.
•
Ensure quality standards and SLAs are followed.
•
Serves as a contact for level 1
support for users having problems using computer software, hardware, and
operating systems, and escalates as necessary.
•
Coordinates with co-workers to
research problems and find solutions.
•
Coordinates with user to
participate in diagnostic procedures or by listening to and following
instructions.
•
Track every call or email in the
IT ticketing system, currently ServiceNow.
•
Monitor call center software for
incoming calls and answer promptly.
•
Suggest update to the
user-training manuals, KB's, and procedures.
Required Experience
1 to 3 years of help desk experience
Preferred Qualifications
Experience at a similar service desk environmnet
Experience with ServiceNow or similar ticketing system Required/Desired Skills
Skill Required/Desired Amount of Experience Tier 1 Help Desk Experience Required 3.0 Years Able to work in a team environment. Required Experience with ServiceNow or similar ticketing system. Highly desired
Skills:
Tier 1 Help Desk Experience,Able to work in a team environment.,Experience with ServiceNow or similar ticketing system.