What are the responsibilities and job description for the IT Service Desk Analyst position at Strategic Staffing Solutions?
Multiple openings - onsite required
Role Summary
Service Desk Analyst (Level 1)
- Provide first-level contact and incident resolution for all users with all issues
- Uses advanced troubleshooting skills
- Review knowledgebase articles ensuring accuracy of content
- Provide accurate and timely logging of incidents and resolution
- Meet or exceed performance goals
- Escalate problems as appropriate following Service Desk procedures
Senior Service Desk Analyst
- Approve escalation requests via chat to ensure FCR metric goals are met.
- VIP Call Handling
- Mentoring of new and developing agents
- Provide next level troubleshooting/guidance to team.
- Deskside support/Concierge service
- Review knowledgebase articles ensuring accuracy of content
- Provide first-level contact and incident resolution for all users
- Provide accurate and timely logging of incidents and resolution
- Escalate problems as appropriate following Service Desk procedures
Job Type: Contract
Benefits:
- 401(k)
- Dental insurance
- Health insurance
- Life insurance
- Paid time off
- Referral program
- Tuition reimbursement
- Vision insurance
Schedule:
- 8 hour shift
Ability to commute/relocate:
- Detroit, MI: Reliably commute or planning to relocate before starting work (Required)
Experience:
- Help desk: 1 year (Preferred)
Work Location: One location
Salary : $37,500 - $47,400