IT Service Desk Analyst

IT Service Desk Analyst

Location: Tampa, FL 33634- Onsite/Hybrid

Rate - $18/hr. on w2

Visa Eligibility: Please confirm if the candidate is legally authorized to work in the United States

Job Role and Responsibilities:

• Perform technical support to client via telephone, chat, emails, or self-service tickets across all geographies.
• Provide Level 1/L1.5 triage and resolutions such as password resets and account unlock for reported incidents and requests ensuring 100% compliance with internal policies and procedures.
• Provide hardware and software support to users which includes application supports like MS Office, Citrix, VPN, SCCM, Amazon Workspaces etc.
• Provide clients with a first level resolution, where possible, leveraging standard operating procedures or work instructions.
• Perform customer call backs as required.
• Provide remote solutions to problems, inquiry problems, and explain the solution in such a way that non-technical users understand.
• Build knowledge articles, or flag the need for such content, when relevant knowledge articles are not available.
• Taking ownership for the tickets/request and communicating with customers on a regular basis to ensure speedy resolution.
• Hands on experience on ServiceNow/SNOW/Remedy Now/ any ITSM tool
• Meet service level agreements like response and resolution time, ASA (Average Speed of Answering), (Average Handling Time for a Ticket/Request) AHT and (Customer Satisfaction) CSAT.
• Providing refreshers to new members onshore and offshore
• Managing and providing support to different LOB's during requirement
• Basic understanding of DHCP, DNS, IP addressing and sub netting & Basic understanding of fixing Wireless LAN, Ethernet desktop configuration issues
• Knowledge of Mobile OS like iOS, iPadOS & Android

Eligibility Criteria:

• Strong oral and written communication skills in all the languages required and known.
• Should have 1-5 years of work experience in IT Technical Support / Service Desk will be preferred.
• Excellent knowledge and working experience on Windows / iOS & Android OS troubleshooting related issues. Basic skill on MAC OS.
• Experience with ServiceNow Ticketing System
• Open to work in 12*7 work environment with rotational shifts and week-offs
• Bachelor's degree in computer science or a similar field, IT diploma holders are also preferred.

Notes: All qualified applicants will receive consideration for employment without regard to race, color, religion, religious creed, sex, national origin, ancestry, age, physical or mental disability, medical condition, genetic information, military and veteran status, marital status, pregnancy, gender, gender expression, gender identity, sexual orientation, or any other characteristic protected by local law, regulation, or ordinance.

Benefits: Danta offers a compensation package to all W2 employees that are competitive in the industry. It consists of competitive pay, the option to elect healthcare insurance (Dental, Medical, Vision), major holidays and paid sick leave as per state law.

The rate/salary range is dependent on numerous factors including qualification, experience, and location. #ZR