Service Support Analyst- Junior - Serigor Inc.

Job Title: Service Support Analyst- Junior (Hybrid)
Location:Charlotte, NC
Duration: 12 Months

Job Description:
The IT Service Desk Agent I will provide front line telephone\email support to internal customers with IT related software and hardware issues.
 

• Aid customers concerning the use of computer hardware (i.e. tablets, desktop, and laptop) and software (i.e. O365 & Windows Operating systems, etc.), including printing, installation, enterprise applications, electronic mail, and operating systems
• Perform First Contact Resolution (FCR)
• Provide operational support for user identity management, username provisioning, system access, and password management. (Active Directory)
• Develop/Maintain documentation for proper maintenance of Knowledge Articles within the Knowledge Management Database
• Understand and adhere to Incident Management, Request Management, and Knowledge Management policies

Typically handles small initiatives and/or assignments independently. May work in an assisting role on larger initiatives and/or assignments projects requiring multiple agents and specialist.

Skills:
 

Skill	Required / Desired	Amount	of Experience
Experience providing support to end users w/ comp hardware and software inc. printing, installation, enterprise applications, electronic mail, and ops	Required	2	Years
Provide operational support for user identity management, username provisioning, system access, and password management. (Active Directory)	Required	2	Years
Develop/Maintain documentation for proper maintenance of Knowledge Articles within the Knowledge Management Database	Required	2	Years
Previous experience providing IT support by phone/email.	Required	2	Years

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