Vacancy expired!
We are looking for IT Service Desk Analyst for our client in San Antonio, TX
Job Title: IT Service Desk Analyst
Job Location: San Antonio, TX
Job Type: Contract
Job Description:
Accept and registers Service Calls
Classify Service Calls according to the specified options
Execute 1st attempt to solve the Service Call
Refer Service Call to the appropriate Resolution Owner Support Group
Tracks the progress of an owned Service Call during the entire life cycle (from start to end, register to close) to ensure that it is resolved within the agreed Service Level Agreement (SLA) and updates Service Call records if necessary.
Escalate to the appropriate management level when thresholds are violated.
Close Service Call
Communication (internally / externally) about Service Calls, e.g., communicates the status of the Service Call directly with the customer or broadcasts to a larger audience as defined per Service Level Agreement (SLA).
Report about Service Calls
Communicate response times for dispatched tickets to the customers
Manage the entire service request process ensuring adherence to Service Level Agreement (SLA)
Execute service requests such as setting up NT/Outlook accounts as per the Service Level Agreement (SLA)
Process and send IT reports
Skills Required:
Customer-focused
Thorough knowledge of troubleshooting remote access issues
Excellent communication skills, (active listening skills)
Able to articulate and speak with a clear voice
Diplomatic and must have interpersonal skills
Able to understand the businesss objectives
Able to understand and accept that the Customers issues affect the business and that without the Customer there is no support department and that the Customer is an expert in their own field
Must have empathy with end-users
Team player
Professional code of conduct
Must have a good understanding of the organization
Must have basic technical knowledge of all technology used for the business processes.
Able to deal with stress
Good writing techniques
Good phone techniques
Technical Skills:
Technical help-desk or technical call center experience is necessary.
Disciplined, systematic problem-solving skills required.
Hands-on work experience with the following:
Windows Operating systems
Clients - Windows 7, Windows Vista, Windows XP, Windows 2000
Servers - Windows 2000, Windows 2003, Windows 2008,
Knowledge of Active Directory, Exchange 2003/2007
ITSM ticketing tools such as Remedy, HP Service Center, Peregrine Service Center
User account creation for Active Directory, Exchange Mailboxes, Distribution lists
Remote desktop connectivity applications like SMS, Bomgar, WebEx, Live Meeting, and Windows Native tools
Microsoft Office Suite (XP, 2003, 2007): Microsoft-Word, Microsoft-Excel, Microsoft-PowerPoint, MS-Outlook, Microsoft Project, and MS Visio
Internet browsers (e.g. Explorer, Chrome, Firefox),
VPN and remote dial-in users
Support for laptop, desktops, and printers
PDA and Blackberry support
Others:
Adobe Acrobat and other common desktop applications like Winzip, etc
Vacancy expired!