Service Desk Analyst

Service Desk Analyst

Immediate need for a talented Service Desk Analyst. This is a 36+ Months Contract opportunity and is located in Columbus, OH (Hybrid). The pay rate is $18-$19/hour. Employee benefits include health insurance (medical, dental, vision), 401(k) plan, and paid sick leave (depending on work location).

Key Responsibilities:

• Must be comfortable to work at the payrate of $19/hour.
• Remote while contracting Hybrid once converted and the days are Tues/Wed - appetite for Part Time
• Monday through Friday 6:00 am - 9:30 pm normal coverage, starting times range from 6:00 am - 1:00 pm, starting every half hour, 1:00-9:30pm last shift
• Training:
• 4-5 weeks, Mon – Fri, 8:30- 5:00 EST with DSM sister site, 7:30am-4:00pm CST. Training will be up to 3 wks. classroom, 1-2 week launchpad/nest area – live on floor taking calls through headset with trainers on hand.
• Operation is a 24x6, Monday through Friday 6:00 am - 9:30 pm normal coverage, starting times range from 6:00 am - 1:00 pm, starting every half hour, 1:00-9:30pm last shift, small overnight 3rd shift during work week.
• There is also a limited crew 8:00 am -5:30 pm on Sat, if you work Sat then you would have a day during the week off, closed on Sundays; on call for Sundays.
• Training is mandatory, missing any part of training could be grounds for termination.
• Fix/Troubleshooting: password, network, connectivity, HW/SW, mobile apps, printers, application errors, VPN, etc
• Will be looking for them to help maintain service levels; provide adequate customer service; protect the assets of NW and their associates; understand the concept of Social Engineering as they're the front door of NW; always looking for new ways to improve the process.

Key Requirements and Technology Experience:

• Key skills: - Must have at least one year of experience as a "service desk analyst" OR "help desk analyst" OR "IT support specialist" OR "technical support specialist".
• Experience working with Microsoft products and services on a Windows 10 platform.
• Ability to work with a ticketing system, ex: ServiceNow
• Good verbal and written communication skills to effectively interact with customers and all levels of personnel.
• Must be able to provide technical support to diagnose, analyze, research and resolve moderately complex computer problems while minimizing the impact of service interruptions.
• Must be able to analyze moderately complex error conditions and/or abnormal situations and report malfunctions to management.
• Must have the ability to utilize computer operation.
• System software commands to troubleshoot and resolve moderately complex issues related to application and hardware/peripherals.
• Must have good analytical and decision-making skills.
• Experience providing customer support.
• Experience working in a contact center environment.
• Desire to expand information technology knowledge and skills.
• Focused on continuous learning.
• Ability to work under pressure.
• Adaptability
• Teamwork skills