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  5. Service Desk Analyst
  • ID
    #50013581
  • Job type
    Contract
  • Salary
    Depends on Experience
  • Source
    XDuce
  • Date
    2023-05-23
  • Deadline
    2023-07-22

Service Desk Analyst

 Utah, Salt lake city, 84101 Salt lake city USA
 
Contract

Vacancy expired!

Position Details: Service Desk Analyst - - ETO Senior Client ServicesSalt Lake City, UT (1 Week a Month Onsite)

Note Must be able to work one weekend a month.

Weekend roles – so it is one weekend a month, The weekend an FTC is scheduled to work will be 4 – 10-hour shifts. So, Monday, Tuesday, Saturday, Sunday.

They would be off Wed, Thurs, Friday.

This is a nonexempt role and subject to OT after 40 in a week.

Weekend work is remote. The team is also Hybrid, onsite – Mon, Tues, Weds. If a day is missed out of those 3 then it should be made up Thurs or Fri. This role requires 1 weekend a month availability.Client Senior Service Desk Team Other titles

WHITE GLOVE Tech SUPPORT -

White Glove Help Desk

highest level of technical support to the top executives of the firm globally operating 24/7 and 365 days a year.
  • Must be client-focused with ability to provide

    white-glove treatment to our clients.
  • Must have the understanding and sense of urgency to address and resolve issues as quickly and accurately as possible.
  • Address client requests and issues via phone or email.
  • Provide world class quality of service to our clients throughout the resolution process.
  • Engage engineering teams and product owners to assist with troubleshooting as needed. (write tickets and escalate issues)
  • Perform cradle to grave ownership of all issues by providing timely updates to clients and by constantly following up with escalation teams until the issue is resolved.
  • Demonstrate excellent

    ticket hygiene by selecting appropriate product categories, keeping detailed ticket notes, managing ticket backlog, etc.
  • Maintain effective documentation by regularly reviewing and updating knowledgebase content.
  • Take a proactive approach in analyzing current practices to identify areas for improvement and make suggestions for more efficient and strategic solutions.
  • Be willing to learn and develop subject matter expertise in the systems and products we support, such as

    Messaging (Exchange, etc.), Zoom, SharePoint, Mac, Unix, Voice, Mobile and others iphones / android / Outlook / MS Office
    • Basic Qualifications
    • Minimum 2 years of experience working in the technical support field in an enterprise environment, preferably with phone support experience.
    • Solid technical knowledge, troubleshooting skills and support experience with the following:
    • MUST HAVE SOME OF THE FOLLOWING
      • Zoom
      • Microsoft Windows platform (Windows 7, 10)
      • Networking, LAN, WAN, corporate enterprise domain infrastructure environment
      • Windows desktop and server operating system
      • Microsoft Active Directory
      • Microsoft Outlook
    • Good understanding of the Microsoft Office products such as Word, Excel, and Power Point.
    • Basic conceptual knowledge of

      Citrix/VMware/VDI/Virtualization.
    • Ability to perform

      Mobile OS (iOS/Android) application troubleshooting .
    • Team player mentality, collaborative, self-learner and self-motivated.
    • Good understanding of English and good communication skills is a must.
    • Strong customer service skills and focus on ownership throughout the resolution process.
    • Flexibility to occasionally work any 24x7 shift to accommodate BCP or other business impacting events.
    • For our Asia language support team, hours of operation would match with region of support based on language spoken.
    Preferred Qualifications
    • The use of software-based web conferencing programs such as Lync, Skype, WebEx, Zoom.
    • Experience operating and troubleshooting on a variety of multimedia /audiovisual hardware and software for at least 2 years.

    High School Diploma RequiredThanks & Warm Regards, Pawan AgrawalTechnical Recruiter

    Consulting | Staffing | |

    Vacancy expired!

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