The Service Desk Analyst will support to internal staff at a state agency over the phone and via Service Now ticketing system. The successful candidate will require an aptitude for working with applications/systems to undertake analysis, diagnosis and resolution of staff problems.
Act as a single point of contact for phone calls from staff regarding IT issues and inquiries
Receiving, logging and managing calls from internal staff via telephone
1st line support - troubleshooting of IT related problems from in-house software to hardware, such as Blackberrys, Laptops, PCs and Printers and iPads
Troubleshoot basic network issues such as down sites/phone outages
Escalate unresolved calls to the 2nd line support
Log all calls in the Service Desk Call Logging system
To maintain a high degree of customer service for all support queries and adhere to all service management principles
Utilize in house knowledge-base in order to assist with triage
Identify major incidents and notify 2nd line support in a timely fashion.
Basic Active Directory knowledge. Ability to check user accounts for required matching security.
Excellent communication skills and telephone manner.
Excellent organizational skills
2 years previous IT Service Desk and/or Call Center experience required
Basic User & Security Group Active Directory administration
Strong knowledge of Microsoft based operating systems with emphasis on Windows 7 and Office 2007
You will be a self-motivated achiever who gains satisfaction from providing excellent customer service
- Location: Austin, TX
- Job Type: Contract
- Duration: 12 months + extensions