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