Tier 2 IT Service Desk Analyst - TEKsystems

Description:

• Serve as the first contact with customers who need technical assistance via the phone or email

• Perform troubleshooting using different diagnostic techniques

• Troubleshoot, diagnose, and resolve technical hardware and/or software issues

• Provide quick resolution and excellent customer service

• Redirect unresolved issues to the next level of support personnel

• Provide needed information on IT products or services

• Keep record of problems and their resolution through Lockton source of record (SysAid)

• Follow-up with customers

• Provide feedback on processes and make recommendations on areas to improve

• Maintain technical documentation, knowledge module and service catalog on installation of software, configuration of hardware and problem troubleshooting

• Suggest improvements on procedures

• Improves system performance by identifying problems and recommending changes.

• Updates job knowledge by participating in educational opportunities and maintaining personal networks.

• Accomplishes information systems and organization mission by completing related results as needed.

• Manage Help Desk tickets in a timely manner

• Respond to customer issues via phone, email and computer chat

• Provide customer assistance

• Document customer interactions

• Run diagnostics to resolve customer reported issues

• Escalate issues to the next Tier with next level of difficulty

• Install, make changes and repair computer hardware and software

• Follow-up with customers to ensure issues are resolved

Skills:

Help desk, Service desk, Windows 10, Desktop, Servicenow, Support, Office 365, Customer service, Ticketing system

Benefits:

• Medical, dental & vision 
• Critical Illness, Accident, and Hospital 
• 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available 
• Life Insurance (Voluntary Life & AD&D for the employee and dependents) 
• Short and long-term disability 
• Health Spending Account (HSA) 
• Transportation benefits 
• Employee Assistance Program 
• Time Off/Leave (PTO, Vacation or Sick Leave) 

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.