Service Desk Analyst

Service Desk Analyst – Contract – Pensacola, FL / Hybrid – $25.00 - $29.89/hr.

The final salary or hourly wage, as applicable, paid to each candidate/applicant for this position is ultimately dependent on a variety of factors, including, but not limited to, the candidate’s/applicant’s qualifications, skills, and level of experience as well as the geographical location of the position.

The end client is unable to sponsor or transfer visas for this position; all parties authorized to work in the US without sponsorship are encouraged to apply.

Our client is seeking a Service Desk Analyst in Pensacola, FL / Hybrid .

Role Description

• We seek innovative individuals who can react to a fast-paced environment to leverage and stretch certain skill sets to help us reach a common goal. We are looking for someone who can pivot when needed, multitask, and work in various systems/applications to help promote customer satisfaction.

• Respond to inbound calls daily to provide technical support/troubleshooting

• Provide support via web queues, outbound interactions, and emails

• Leverage resources to resolve technical issues timely

• Use PC applications (e.g., word processing, spreadsheet, database, etc.) to document, maintain and report functions/activities

• Escalate requests outside of your scope when necessary

• Attend weekly staff/mentor meetings

• Remain cognizant of adherence to help promote business unit success

• Adhere to ETS Our client practices, policies, and procedures

• Perform other related duties as assigned or appropriate

Skills & Requirements

• Knowledge and understanding of the information technology field

• Basic skill troubleshooting and resolving technical problems

• Exposure to enterprise systems and IT terminology

• Exposure to solving routine or standard administrative, operational, or system problems and issues

• Effective verbal and written communication skills

• Ability to leverage finesse/soft skills when interacting with end users

• Basic organizational, planning, and time management skills

• Ability to handle multiple tasks simultaneously with a high degree of accuracy

• Ability to work independently and in a team environment

• Desired - 3+ years of Tier 1 support and capabilities or similar

• Desired – Call Center or front-line customer support experience

• Desired - Knowledge of Our client operations, policies, and procedures

• Desired - Knowledge of ITIL (Information Technology Infrastructure Library)

• Desired - Previous customer service in a fast-paced environment

• Desired - Familiar with ticketing software (ServiceNow) would be a plus

Benefits/Other Compensation

This position is a contract/temporary role where Hays offers you the opportunity to enroll in full medical benefits, dental benefits, vision benefits, 401K and Life Insurance ($20,000 benefit).

Why Hays?

You will be working with a professional recruiter who has intimate knowledge of the industry and market trends. Your Hays recruiter will lead you through a thorough screening process in order to understand your skills, experience, needs, and drivers. You will also get support on resume writing, interview tips, and career planning, so when there’s a position you really want, you’re fully prepared to get it.

Nervous about an upcoming interview? Unsure how to write a new resume?

Visit the Hays Career Advice section to learn top tips to help you stand out from the crowd when job hunting.

Hays is committed to building a thriving culture of diversity that embraces people with different backgrounds, perspectives, and experiences. We believe that the more inclusive we are, the better we serve our candidates, clients, and employees. We are an equal employment opportunity employer, and we comply with all applicable laws prohibiting discrimination based on race, color, creed, sex (including pregnancy, sexual orientation, or gender identity), age, national origin or ancestry, physical or mental disability, veteran status, marital status, genetic information, HIV-positive status, as well as any other characteristic protected by federal, state, or local law. One of Hays’ guiding principles is ‘do the right thing’. We also believe that actions speak louder than words. In that regard, we train our staff on ensuring inclusivity throughout the entire recruitment process and counsel our clients on these principles. If you have any questions about Hays or any of our processes, please contact us.

In accordance with applicable federal, state, and local law protecting qualified individuals with known disabilities, Hays will attempt to reasonably accommodate those individuals unless doing so would create an undue hardship on the company. Any qualified applicant or consultant with a disability who requires an accommodation in order to perform the essential functions of the job should call or text View phone number on click.appcast.io.

Drug testing may be required; please contact a recruiter for more information.