Service Desk Analyst
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POST DATE 8/9/2016
END DATE 12/19/2016
JOB DESCRIPTIONPOSITION: Service Desk Analyst #11593
LOCATION: LaGrange, GA
Hourly paid position: $open
Benefits are different for hourly positions:
After 90 days begin accruing 4 hours per month for a total of 40 hours per year for personal/sick time
Two weeks vacation until year11 and then increases to three weeks
Bonus is calculated on same criteria but is a max of $1, per year
On call is a rotation basis among various IT associates
The Service Desk Analyst provides Tier 1 managed services user support. He/She will triage, analyze, research, track, and escalate unresolved calls to 2 nd level support and drive to resolution, will maintain client confidence keeping information confidential, and use incident management tools (EasyVista).
The successful candidate will contribute to building a knowledge base centered on known incidents and defects, frequently asked questions, resolved issues, applying lessons learned and previous resolutions to new incidents, and provide status reports to the Manager, recommend business proc3ess improvements on service desk functions.
Candidates must have:
HS diploma or GED
Knowledge of Microsoft Office Suite, Outlook and Lotus Notes email and other desktop applications.
Ability to take ownership and accountability of assignments
Build and share knowledge and Work independently
Excellent customer service and people skills
Experience with relationship building skills and anger diffusion
Excellent communication skills, verbal and written
Good analytical ability and experience with metrics reporting and dashboard development
Proactive and self-motivated, committed to achieving deadlines, meeting SLAs, and producing results
Proven ability to produce quality deliverables within aggressive timelines and manage multiple assignments simultaneously
Understanding of service desk lifecycle and ITIL processes
Experience with providing end user support
Ability to interact professionally with diverse groups, clients, contractors, subject matter experts, and end-users
In addition to the above requirements it is preferred that applicants:
Have a college degree
We are a VEVRAA Federal Contractor
We desire priority referrals of Protected Veterans for job openings at all locations within the State of GA