Service Desk Analyst
Sysazzle
Position Summary:
We are seeking an experienced and highly motivated Service Desk Analyst for our state agency client.
Job Responsibilities:
We are seeking an experienced and highly motivated Service Desk Analyst for our state agency client.
Job Responsibilities:
- Provide level-one support by responding to incoming calls from the DTS Resolution Center phone queues, self-service ticket submissions, and various other methods for receiving requests for support, including email and chat, regarding clients, workstations, peripherals, printers, telephone services, cellular services, Active Directory assistance, Google account assistance, VPN account assistance, and standard agency desktop applications, including Microsoft Office Suite, Google Workspace, VPN, virtual desktops, etc.
- Provide timely hardware, software, voice, and network help desk support to all agency personnel through all means available.
- Troubleshoot issues presented by customers using all available tools and resources.
- Serve as the primary customer contact for assigned tickets until the problem is resolved and the ticket is closed.
- Escalate and properly route incidents and requests that cannot be resolved by the Resolution Center/Service Desk.
- Create incident and request tickets that require validation of customer information and accurate recording of issue/request details, including customer interactions and actions taken in the division ticketing system.
- Participate in projects to improve customer service, efficiency, and/or productivity of the Resolution Center/Help Desk.
- Create, update, and review existing and new knowledge base articles based upon calls received.
- Identify trends or patterns in reported issues and update and maintain the issues knowledge base as appropriate.
- Knowledge of Windows Operating Systems.
- Knowledge of Microsoft Office Products (Word, Excel, Outlook, PowerPoint).
- Level-One support and customer service.
- Call center environment.
- Active Directory.
- Remote virtual desktop.
- ServiceNow.
- Google Workspace, including Gmail, G Suite, Drive, etc.
- High school diploma. A college degree is a plus.
- Advanced technical training (A+, Microsoft, Google, Hardware, Software, customer service).
- 2 years' experience providing technical support in a call center environment.
- 2 years' experience providing hands-on desktop support.
Vacancy posted 1 day ago
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