Service Desk Analyst
Service Desk Analyst
Summary of Position:
The primary role of the Service Desk Analyst role is to troubleshoot, diagnose and resolve problems related to operating systems, hardware, software, and mobile devices. Provide prompt response to customers for defined problems; escalating Service Desk requests as necessary to higher level staff and document incidents and resolutions. This role will also document problems, conversations, and solutions to create a log and knowledge base that can be referenced by other technicians and for training purposes. This role will also be involved with setting up customer equipment, ex. computers, desk phones, and mobile devices.
Essential Duties and Responsibilities:
*Control and administer hardware and operating software configurations.
*Assist in the day-to-day operation of computer support, training/new-hire training, and special projects.
Monitor devices for proper operation and performance, and diagnose hardware and software failures.
*Configure, install, desktop computers, laptop computers, handheld devices, printers, monitors, portable data storage devices, and other general peripherals.
*Apply vendor provided maintenance to devices.
*Detect, diagnose, isolate and correct device operational failures.
*Support Incident and Problem Management activities with device expertise and troubleshooting
*Maintain awareness of new technologies that might enhance device operation, capacity and performance
*Researching, resolving, and responding to questions received via telephone calls, service requests, in-person and callbacks in a timely manner, in accordance with Service Level Agreements
*Manage and collaborate with third party suppliers and ensure that their performance and provision of services and quality are in line with our expectations and enable us to meet or exceed service levels
Non-essential Duties and Responsibilities
*Work off-hours on an on-call basis to resolve IT emergencies to maintain 24/7/365 availability as part of IT emergency call tree
*Provide support during updates/upgrades, emergencies, disasters and follow assigned tasks
*Troubleshooting of Virtual Desktop environment,Troubleshooting of the organizations phone systems and call center
*Active Directory and Exchange mailbox account creations, deletions, modifications, and auditing
*Troubleshoot SharePoint permissions and e-forms
Education & Formal Training Required
A completed or in-process Bachelor's degree in Computer Science, Engineering, or related discipline, or equivalent work experience and technical training is required Certifications, Licenses & Registrations Required
Job Experience Required
3 to 5 years of experience in computer systems or IT support Specialized Competencies (Skills, Abilities, and Behaviors) Required
Understanding of Windows 7/8, Microsoft Office 2010/2013/365, iOS and Android devices, and Printers
Advanced understanding of Microsoft Office product suite
Excellent customer service and interpersonal skills; telephone and email etiquette
Ability to use customer service standards to help others interpret policy
Thorough understanding of trouble ticket process
Excellent organizational skills
Strong oral and written communication skills (technical and non-technical)
Demonstrated problem-solving skills
Broad range of application, network, desktop, and mobile device knowledge is highly desirable
Ability to adapt to change quickly
Excellent written communication skills including technical writing abilities
With Kelly, youâ€™ll have direct connections to leading IT organizations in the best companies around
the globeâ€”offering you the chance to work on some of todayâ€™s most intriguing, innovative and high-
visibility projects. In a field where change is the only constant, our connections and opportunities
will help you take your career exactly where you want to go. We work with 95 of the Fortune 100â„¢
companies, and more than 3,000 IT hiring managers turn to us each year to access the best talent:
people like you.
Last year we found 8,000 opportunities for IT professionals. Let us help advance your career
As a workforce advocate for over 70 years, we are proud to directly employ nearly 500,000 people around the world and have a role in connecting thousands more with work through our global network of talent suppliers and partners. Revenue in 2017 was $5.4 billion. Visit ~~~ and connect with us on Facebook, LinkedIn and Twitter .
Kelly Services is an equal opportunity employer including, but not limited to, Minorities, Females,
Individuals with Disabilities, Protected Veterans, Sexual Orientation, Gender Identity and is
committed to employing a diverse workforce. Equal Employment Opportunity
is The Law.