Service Desk Analyst at TEKsystems

Description:

Daily responsibilities include logging, tracking and resolving an average of 25 to 30 customer interactions per day. Specific responsibilities include acting as the customer advocate for problem resolution, demonstrating intermediate-advanced trouble-shooting skills, handling, diagnosing, and resolving end user calls in a single point of contact help desk environment, and providing assistance to other members of the team. This work must be documented in a detailed manner in a ticketing tool (ServiceNow). An average call lasts approximately 6 minutes; first call resolution rate goal is 75%. The most common calls are listed below:

1. Microsoft Outlook

2. Active Directory

3. VPN

4. Network Troubleshooting

5. Software Installation

Skills:

Help Desk/ServiceNow, Emails and Phone Support

Additional Skills & Qualifications:

Phone/Email, ServiceNow

About TEKsystems:

We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.