Service Desk support
Triangle Technology - Houston, TX

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We have a Houston (willowbrook area) client with an immediate need for a Desktop support This is a contract-to-perm position with a steady company with good history and growth projections

The service desk analyst is responsible for providing first level support to both internal and external clients for reporting incidents and service requests. The service desk analyst will be required to adhere to Solutions IS internal process for case resolution, time reporting and change management by properly routing and tacking the service request.

Minimum Qualifications:
MCTS - Microsoft Certified Technology Specialist Link to Microsoft
Minimum 1-2 years related work experience
Ability to work with and coordinate across multiple groups of people
Ability to multi-task several cases at one time
Strong judgment and decision making skills
Team oriented, motivated and quality driven
PC literate: Microsoft office suites, knowledge of Microsoft Server Technology
Good verbal and written communication skills
Excellent client communication skills
Can listen to, and understand, information and ideas as presented verbally.
Ability to provide support via remote support tools
Essential Duties / Primary Responsibilities:
Customer Service
Analysis to determine nature of incident or service request for routing
Follow through and attention to detail
Handling inbound calls and e-mail notifications
Creating service desk cases as either Incident, Service Request or Request for Change
Perform level 1 support functions for Requests
Tracking and reporting of all in process service desk cases
Support/Educate both imternal and external clients on processes and procedures of the service desk
Understand the clients infrastructure and flow of data thru the systems
Maintain service desk operating documentation and customer profiles
Strong communication skills both written and verbal
Ability to multi-task an effectively manage workload
Ensure adequate coverage of responsibilities while out of the office
Experience in technical analysis and problem solving
Preferred work experience across multiple vertical markets
Experience in ITIL operational processes or MOF (Microsoft Operations Framework)

Triangle Technology - 20 months ago - save job