Help Desk Support - TEKsystems

Top Skills - Must Haves

• Support
• Help desk
• Troubleshooting
• Servicenow
• Office 365
• Windows 10
• Active directory

Job Description

General Description: The Service Desk Analyst provides support for basic technology-related incident resolution and requests reported to the IT&S service desk. Responsibilities include initial assessment, triage, research, and resolution of basic IT incidents and requests regarding the use of application software products and/or infrastructure components, including desktops, mobile devices and related peripherals. The Service Desk Analyst is responsible for collecting information through a customer conversation, accessing support tools, and additional support staff (service resources) if needed. Problems beyond the scope of their ability or responsibility are resolved by engaging, in a timely manner, other service resources or escalate to the proper IT team.

Essential Responsibilities:

Responsibilities listed in this section are core to the position. Inability to perform these responsibilities with or without an accommodation may result in disqualification from the position.

• Addresses and resolves basic incidents and requests; logs all incidents and requests; engages other service desk resources or appropriate service resources to resolve incidents that are beyond the scope of their ability or responsibility.

• Uses the appropriate CTI categories for logging incidents and requests.

• Creates a positive customer support experience and builds strong relationships through deep problem understanding, ensuring timely resolution or escalation, communicating promptly on progress, and handling customers with a consummately professional attitude.

• Ensures the end-to-end customer experience and provides a single point-of-contact for the customer.

• Analyzes and resolves incidents and requests regarding use of application software or hardware. Logs and tracks incidents and requests from identification through resolution. Follows up with other support staff (service resources) involved in resolution to ensure incidents are resolved, requests are filled, and the customer communication is complete. Documents resolutions and updates self-help and staff knowledge bases.

• Grows general knowledge of current corporate, division, and facility-specific products, increasing ability to resolve requests on first contact.

• Provides after hours and on-call support as needed.

• Maintains and protects confidentiality with regard to all aspects of patient care and employee information.

General Responsibilities:

• Performs other duties as assigned

Additional Skills & Qualifications

Epic support a HUGE Plus, Service Now a plus

Knowledge, Skills and Abilities:

• Demonstrates ability and desire to learn Corporate, Division, and Facility-specific applications, technology, and terminology.

• Demonstrated ability to learn customer support processes and techniques.

• Strong analytical skills.

• Ability to solve problems.

• Competency in MS Office Suite and ticketing systems , Service Now is a plus

• Prior experience supporting customers in use of application software.

• Proficiency in using support software tools.

• Customer service orientation and/or prior customer service training.

Work Environment

Will be working Monday-Friday. Shift will be between 6am-6pm.

Will initially be onsite for 2-3 weeks while they train and then can move to a hybrid schedule. 3 days onsite an 2 WFH

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.