Description:The Service Desk Analyst receives, records, and resolves level 1 and 2 client requests within Service Level Agreements (SLAs). Typically resolves client issues remotely over the phone. Supports client specific applications within agreed scope. − Answers incoming technical support phone calls in a high-volume environment and enters all pertinent information and updates of the reported issues into a ticket tracking application. Analyzes and documents reported issues and outages. Determines severity, impact, and nature of reported issues − Delivers high levels of customer service at all times and ensures compliance with contracted Service Level Agreements (SLAs) − May provide technical support for any or all of the following: desktops, laptops, network connectivity, business applications, voice-over-IP telephone systems, and resetting network and application passwords according to information security guidelines − May occasionally provide desk side services as required including installs, system configuration, hardware break/fix and advanced technical support − Proactively checks the Service Desk queue for open tickets − Aid other team members when needed − Participate in project-based activities including system builds, moves and installs, and other projectsSkills:Windows 10, Office 365, Troubleshoot, Network, Support, Customer service, phone support, help desk support, active directory, voip, azure, microsoftTop Skills Details:Windows 10, Office 365, Troubleshoot, Network,Support,Customer service,phone support,help desk support,active directoryAdditional Skills & Qualifications:We are looking for a Remote Support/ Service Desk Analyst for our internal ARK TCI Service Desk, supporting multiple mid-size clients. We are looking for someone who has worked with a ticketing system like ServiceNow in a midmarket or enterprise company where call handling metrics were measured as well as SLAs. This position is part of a Service Desk team with each analyst answering incoming phone calls, responding to emails and providing wide-ranging IT remote support for client end users using Microsoft 365. The focus is on high-client satisfaction and resolution; this is not a “create a ticket and escalate” model.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.
