Description:The Expert Desk Analyst will provide technical support to internal employees who service our customers. The candidate will require an aptitude for working with applications/systems to undertake analysis, diagnosis and resolution of employee issues/requests, which may range from straightforward to more complicated technical issues in a dynamic, fast-paced environment. There is also a range of administration duties within this role. Excellent communication and interpersonal skills combined with technical skills are essential to providing a customer obsessed, high touch level of support to the employee community. Responsibilities In-depth technical troubleshooting of software, and connectivity issues for remote employees Assist customers in gaining access to various systems. Monitor for incoming issues, determine root cause and either fix or escalate Log all contacts into Incident Management System (ServiceNow) Partner with appropriate teams to resolve or properly close aging tickets Communicate contact trends and challenges in team meetings Take on small projects from start to finish focused on streamlining ATLAS processes Maintain a high degree of customer service for all support queries and adhere to all service management principles Asynchronously communicate effectively with customers in a manner that reduces downtime Escalate systemic outages to Incident Management Team and advocate for resolution Collaborate with peers while solving customer problems in a fast-paced environment. Desired Experience: Help Desk, contact center, end-user tech support, “Geek Squad,” “Genius Bar,” etc. Providing application support through asynchronous communication. Partner and communicate with developers/engineers to solve application issues. Customer facing break/fix for call center environments and remote workers. Knowledge Centered Support (KCS); documentation and process. Familiarity in supporting end-user issues with the following technologies but not limited to: Salesforce, VOIP, Interactive Intelligence, IVR, Multi-factor Authentication, Slack, Service-Now, video conferencing, remote desktop, etc. Shifts: 5am - 6pm PT (MON-FRI). In DEC, shift opens to 5am - 9pm PT, 7 days per week. Typically, one weekend day and one week day off each week. o Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following: § Medical, dental & vision § Critical Illness, Accident, and Hospital § 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available § Life Insurance (Voluntary Life & AD&D for the employee and dependents) § Short and long-term disability § Health Spending Account (HSA) § Transportation benefits § Employee Assistance Program § Accrued Sick time Skills:help desk, troubleshooting, customer service, jira, phone support, application supportTop Skills Details:help desk,troubleshooting,customer service,jira,phone supportAdditional Skills & Qualifications:
Very similar profile to what we are looking for.
More focused on supporting internal applications as well as hardware.
Should have some experience working with a development team or PM team
Jira exp
Working with user issues
Understand how those teams work in terms of Agile methodologies
This team works with a specific team to troubleshoot the issues so there is a lot of coordination and collaboration in this role.Experience Level:Intermediate LevelAbout 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.
