Job Details

ID #46007657
State Ohio
City Cincinnati
Job type Contract
Salary USD Depends on Experience Depends on Experience
Source Flexton Inc
Showed 2022-09-26
Date 2022-09-14
Deadline 2022-11-12
Category Et cetera
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Service Desk Analyst

Ohio, Cincinnati, 45201 Cincinnati USA

Vacancy expired!

The client helps companies create sustainable growth by putting the customer at the center of everything. Using a sophisticated suite of tools and technology, we turn data into knowledge to help some of the world's leading Client manufacturers and partners develop, nurture and embrace deeper relationships with their customers. We excel at challenging conventions and pushing beyond what’s comfortable. The result is a more enlightened, more personal, remarkably dynamic approach to putting the customer at the center of every decision. There’s a much-needed revolution taking place in business. Client a new and improved customer-first commitment. Join us at Client.

GENERAL DESCRIPTIONTo build and deploy computers to the client environment. Provide support on all client products, whether internally developed or off the shelf. The Support Bar/Desk is the front-line support to our internal and external customers. The role of the Service Desk Contractor is to ensure we do our best to make our customers' lives easier.

The Service Desk Contractor is responsible for providing a single point of contact for all IT-related user inquiries and issues.

Key Responsibilities:QUALIFICATIONS AND PREFERRED SKILLSEssential:• Commitment to greet customers warmly and be an excellent listener• Possess good logic and reasoning skills • Understand ITIL concepts• Experience supporting Mac operating system in an enterprise environment• Experience leveraging Microsoft SCCM• Experience with Helpdesk software i.e. Service-Now• Experience supporting large Windows-based environments to desktop level with emphasis on Win 10 OS / Office 2016• Advanced knowledge of Microsoft Office suite of applications• 3+ years of experience providing technical support in a fast-paced and constantly changing environment • Excellent customer service and communication skills.• Working knowledge and understanding of LAN/WAN networks• Technical aptitude and openness for ongoing learning• Experience Supporting Collaboration Tools Such as Microsoft Teams, Video Conference Equipment• Build and deploy Windows machines using Microsoft Systems Center Configuration Manager • Build and deploy Mac OS systems, leveraging Jamf Pro• Maintain our audio-visual room systems (A/V), office collaboration technologies, and digital signage systems by proving timely technical resolutions and applying system patches. Resolve problems and change consumables for Lexmark multi-function devices• Communicate with internal and external customers to identify room and event needs. • Coverage of Support Bar and/or Service Desk. The Service Desk Lead will coordinate coverage to ensure customer service.• Provide 1st and 2nd line technical support for MS suite of products, laptops, mobile devices, printers, AV, and telecommunication equipment. • Provides initial troubleshooting and follow-up to ensure problems are resolved in a timely fashion. • Assist in the development of Service-Now functionality and extend the Service catalog and FAQs. Continually train new Service Desk Support on problem resolution. • Ensure calls are prioritized in order of urgency/impact to the business, allocate calls to internal teams and follow up to ensure SLA targets are achieved and the escalation process is followed at all times. Display elevated working standards ensuring our own SLA targets are met at all times and collaboratively ensuring team targets are met.• Respond to satisfaction surveys and look for improvement opportunities.• Proactively monitor the Service Desk and Support Bar looking for potential issues and highlighting them as appropriate. Work with the team to ensure all documentation and the CMDB are kept up to date at all times.• Review weekly changes to ensure proper association between recurring incidents and change activities.• Proven team player dedicated to providing positive, highest level customer service experience at all times • Have a strong work ethic, be committed to customer success in their use of IT, and demonstrate a passion to ensure high customer satisfactionDesirable:• Experience supporting Polycom RealConnect• Experience supporting A/V codecs, A/V controllers, A/V touch panels, BiAmp, microphones, speakers, and audio/video signaling.

Vacancy expired!

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