Service Desk Analyst

Position Details

Job Title

Service Desk Analyst

Location

Columbus, OH 43221

Duration

4+ months (Strong possibility for an extension)

Notes from Supervisor

• Communication Skills are extremely important with these roles.
• Resources will assist customers on the phone using various scripts prepared by Supervisors.
• A + Certification, Bachelors in Technology or 2-3 years of experience is preferred.
• Ticketing System being utilized is Service Now, experience with Service Now is also preferred.

Requirement Description

• Receive telephone calls and e-mails from users having problems using computer software and hardware or inquiring how to use specific software, programming languages, electronic mail, or operating systems.
• Ascertain the nature of problem, determine whether problem is caused by hardware such as modem, printer, cables, or telephone, and log in tracking system.
• Escalate problems in accordance with defined procedures.
• Assist users through problem solving steps
• Use technical databases to research problems, and talk with co-workers to research problem and find solution.
• Test software and hardware for troubleshooting and problem resolution.
• Provide service and preventive maintenance activities on element exchange/baseline products (products with element exchange service and traditional maintenance philosophies; i.e., terminals, printers, personal computers, etc.).
• Able to diagnose and detect correct equipment errors and repair products by replacing worn or broken parts, and making technical adjustments.
• Makes appropriate use of reference publications and diagnostic aids in resolving technical problems.
• Assist in coordination of changes, upgrades and new products, ensuring systems will operate correctly in current and future environment.
• Provide accurate and complete answers to general use and administrative environment questions in a timely manner.
• Support shared software, such as operating systems, configuration management tools, application and development tools, testing tools, compilers, and code editors.
• Communicate accurate and useful status updates.
• Manage and report time spent on all work activities.
• Follow quality standards.
• Ability to work in a team environment
• Complete assigned tasks.
• Strong communication skills; both written and spoken

Mandatory Requirements (resource must have 1 or more of the following):

• A+ certification
• 3 + Years of Experience in Help Desk technical Support and Call Center Support
• 4 year college degree or equivalent technical study; may accept equivalent education and experience combined.

Desired Skills/Time

• Test software and hardware to evaluate ease of use and whether product will aid user in performing work.
• Write or revise training manuals and procedures.
• Develop training materials, such as exercises and visual displays.
• Train users on software and hardware on-site or in classroom, or recommend outside contractors to provide training.
• Write software and hardware evaluation and recommendation for management review.
• Implement shared software, such as operating systems, configuration management tools, application and development tools, testing tools, compilers, and code editors.

All your information will be kept confidential according to EEO guidelines.