Service Desk Analyst

Full-time

Insight Global

Insight Global is seeking a Help Desk Agent Tier I to support the a Customer Care Center supporting a commercial client. This position serves as the first point of contact for IT support, providing assistance to state employees and affiliated users.

Key Responsibilities :

Respond to incoming calls, chats, and emails from users seeking technical assistance.
Provide Tier 1 troubleshooting for hardware, software, network, and application issues.
Accurately log all incidents and service requests into the ticketing system.
Escalate unresolved issues to Tier 2/3 support teams as necessary.
Follow standard operating procedures and knowledge base articles.
Maintain a high level of customer service and professionalism in all interactions.
Support users with varying levels of technical expertise.

Qualifying Skills/Experience:

High School diploma and bachelor's degree or equivalent work experience
1+ year of experience in a customer service or IT support role.
Strong communication and problem-solving skills.
Basic understanding of Windows OS, Microsoft Office, and common IT systems.
Ability to work in a fast-paced, team-oriented environment.
Experience with ServiceNow or similar ticketing systems.
CompTIA A+, ITIL, or other relevant certifications is desired.
Experience working in a 24x7x365 operational environment is highly valued.

Apply

Vacancy posted 8 hours ago

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