Service Desk Analyst - Level 1
Company: Modis
Location: Bonita Springs
Posted on: March 17, 2023
Job Description:
Akkodis is seeking a Service Desk Analyst for a contract to hire
position with a client located in Bonita Springs, Florida. In this
position, you will be the main liaison between our employees and
the IT organization, supporting both standard and proprietary
technology in a way that enhances our employee experience. You will
troubleshoot application, mobile and computer problems, perform
hardware and software diagnostics, and will implement or coordinate
needed repairs via phone, chat, or email. Document user's support
issues through our internal tracking system which includes opening,
updating, escalating, resolving, and closing support tickets
following the current internal end-user Service Level Agreement to
ensure a timely resolution. Pay/Salary Range: - $17.00/hr -
$22.00/hr Service Desk Analyst job responsibilities include:
- Support incoming Incidents and Requests from multiple
communication pathways, mainly consisting of Phone, Email and
Self-Service tickets, in a fast-paced environment to provide
first-level technical support.
- Provide top-tier customer support for all users, including
Senior and C-Level management
- Be able to ask efficient probing questions and use working
knowledge of internal systems to determine the root cause of any
issue as quickly as possible
- Actively participate in Business Acceptance Testing and User
Acceptance Testing to better understand new developments
- Explain highly technical processes or applications in a way
that is understandable to the standard end user
- Document all parts of the interaction with concise and accurate
notes in each ticket worked
- Educate users on new processes or procedures when new
enhancements are made to field applications
- Address support requests related to applications.
- Provide support to all on and offsite personal to ensure that
their IT systems are working effectively.
- Install and configure applications on desktops, laptops,
handheld devices
- Establish and support user accounts, profiles, file sharing,
basic access privileges, and desktop-level security
- All calls will be logged on the support desk application to
ensure they are resolved efficiently, effectively, and following
our internal Service Level Agreements
- Assist in the documentation of support processes and procedures
to ensure there is a guide to all processes and update these as and
when necessary
- Perform general IT administration as and when required
QUALIFICATIONS:
- Degree in Computer Science, Information Systems, Business
Analysis, or other related field or multiple years of recent
equivalent IT service experience
- 1-3 years' experience in Help desk Support or equivalent
field
- Experience in supporting desktop operating systems such as
Windows 7/8/10.
- Expert knowledge of Microsoft Office suite of applications
- Proficient in mobile technology e.g. IOS and Android
devices.
- Experience providing phone and remote support for users.
- Experience in customer service-related roles
- Understanding of ITIL practices and ServiceNow is preferred If
you are interested in this Service Desk Analyst job in Orlando,
Florida then please click APPLY NOW. - For other opportunities
available at Akkodis go to www.akkodis.com. If you have questions
about the position, please contact Jose Colomer at
Jose.Colomer@akkodisgroup.com. - Benefit offerings include medical,
dental, vision, term life insurance, short-term disability
insurance, additional voluntary benefits, commuter benefits and
401K plan. Our program provides employees the flexibility to choose
the type of coverage that meets their individual needs. Available
paid leave may include Paid Sick Leave, where required by law; any
other paid leave required by Federal, State or local law; and
Holiday pay upon meeting eligibility criteria. Disclaimer: These
benefit offerings do not apply to client-recruited jobs and jobs
which are direct hire to a client Equal Opportunity
Employer/Veterans/Disabled
To read our Candidate Privacy Information Statement, which explains
how we will use your information, please navigate to
https://www.modis.com/en-us/candidate-privacy
The Company will consider qualified applicants with arrest and
conviction records
Keywords: Modis, Bonita Springs , Service Desk Analyst - Level 1, Professions , Bonita Springs, Florida
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