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Aventis Systems
Marietta, GA, United States
Job Overview: We are seeking a highly capable service desk analyst who will be responsible for inbound calls and tickets from Cortavo's managed services customers. This Level 2 position will require the ideal candidate to identify and resolve questions relating to issues with opening applications, printers, connectivity to different systems, new us
Job Source: Aventis SystemsInsight Global
Dunwoody, GA, United States
Level I Service Desk Analyst 3 year contract 5 days onsite in Dunwoody area Must-Haves: 2-3 years experience providing Tier I support Experience with ACD systems, such as any of the following: Amazon (AWS), Avaya, Cisco Jabber, Cisco Unified Contact Center, Genesys, NICE InContact, Five9 Experience with Ticketing systems, such as any of the follow
Job Source: Insight GlobalCrescens
Atlanta, GA, United States
Job Title: - Service Desk Analyst Location: Atlanta,GA Duration: 11+ months DESCRIPTION: The Service Desk Analyst will work with a team of other service desk analysts, under the general supervision of a Service Desk Team Lead and the IT Service Operations Manager, who is responsible overall for the Service Desk operations. Depending on the
Job Source: CrescensIndigo IT
Atlanta, GA, United States
Service Desk Analyst Remote SUMMARY: Founded in 2001, Indigo IT is an award winning information technology consulting and services company. We are a trusted services provider to government agencies seeking innovative Cloud, Cybersecurity, Knowledge Management, and Enterprise solutions. We know our defense, federal, and civilian customers have cr
Job Source: Indigo ITKilpatrick Townsend & Stockton
Atlanta, GA, United States
Kilpatrick, a large international law firm, is seeking a Service Desk Analyst for our IT Department, working remotely. This position will be part of our team of attorneys, paralegals and support staff providing a high level of service to both internal and external clients. At Kilpatrick we are one team where each person plays an integral role in se
Job Source: Kilpatrick Townsend & StocktonOSIS
Atlanta
Job Description Job Description The OSIS Service Desk Analyst tier I is responsible for first-call ticket resolution, high-quality customer service and properly documenting member issues to facilitate a smooth ticket escalation between the Service Desk and other departments to ensure timely ticket closure. JOB RESPONSIBILITIES: Communicates wi
Job Source: OSISInsight Global
dunwoody, ga
Level I Service Desk Analyst 3 year contract 5 days onsite in Dunwoody area Must-Haves: 2-3 years experience providing Tier I support Experience with ACD systems, such as any of the following: Amazon (AWS), Avaya, Cisco Jabber, Cisco Unified Contact Center, Genesys, NICE InContact, Five9 Experience with Ticketing systems, such as any of the follow
Job Source: Insight GlobalCortavo
Marietta
Job Description Job Description Job Overview: We are seeking a highly capable Service Desk Analyst who will be responsible for inbound calls and tickets from Cortavos managed services customers. This Level 2 position will require the ideal candidate to identify and resolve questions relating to issues with opening applications, printers, co
Job Source: CortavoAtlanta, GA, United States
Job Description:
Purpose:
The Atlanta Public School System is seeking the services of a Service Desk Analyst to provide direct first-line level 1 service desk support to Client schools and administrative locations.
Summary:
The Service Desk Analyst will work with a team of other service desk analysts, under the general supervision of a Service Desk Team Lead and the IT Service Operations Manager, who is responsible overall for the Service Desk operations. Depending on the proficiency and level of expertise, the Service Desk Analyst may be selected to be part of the level 2 support (within the service desk) to provide expert support to other Analysts for critical issues or applications.
Scope of Work/Key Responsibilities: Monitor telephone system and take calls from Client users
Log all reported incidents, Fulfilment Requests (Service Requests) and attempt to resolve issues at 1st contact in accordance with established SLA's
Escalate incidents to level 2 or level 3 support according to established processes and procedures
Track and follow-up on incidents escalated to technical teams to ensure issues are resolved promptly and closed
Remotely connect to user computers and assist with resolving issues as necessary.
Perform proactive support activities including but not limited to: o Ensuring that antivirus software installed on all machines and scans are completed routinely.
o Update user and asset information in database (as necessary)
Provide support for Client IT projects (as needed)
Follow established processes and procedures.
Report to IT any suggestions that will improve process or make support easier or more efficient
Maintain exceptional customer service posture at ALL TIMES
Document work performed (and steps to resolve issues) at all times within ticketing system for audit or knowledgebase purposes
Record and submit checklists or other documentation as required
Contract Duration: 1 year (initial)
Option to extend annually - based on performance
Skills and Qualifications:
3+ years' work experience (minimum) ... 5+ years preferred: HDICSR certification (or similar)preferred
Strong customer service skills
Prior experience with service desk support is a MUST
Prior experience working as a desk side support analyst is a plus
A+ Certification is a plus
Proficient in understanding of network, wireless support
Knowledge of best practice security standards and techniques is a plus
Microsoft Windows certification is a plus
ITIL experience/certification is a plus
Must have clean criminal record with the ability to pass finger-print background check
Must be authorized to work in the Unites States
Personal Attributes: Creativity and strong attention to detail
Ability to work effectively on tight deadlines, as necessary
Excellent command of English language
Oral and written communication skills
Exceptional customer service skills, including the ability to interact professionally with a diverse group of customers
Ability to work under pressure and stay calm/focused when working with irate customers or users
Positive, productive team player
Desire to learn new skills and improve
Education/Training: Minimum of Associate degree preferred
3+ years' experience in Service Desk support. Equivalent combination of education and experience will be considered.
Work:
This work will be completed on-site at the Atlanta Public Schools CLL Building located at 130 Trinity Avenue, Atlanta GA 30303. The service desk analyst would need to work in 1 of 3 shifts M, T, W, TH, F (between the hours of 7am - 5pm) , except on district holidays.
Leadership:
The Service Desk Analyst will take day-to-day direction from the Service Desk Team Lead and the IT Service Operations Manager, who has overall responsibility for the Service Desk Operations. He/she will be responsible for providing regular updates as needed and meeting the deadlines imposed by the district.
Skills & Experience: A+ Certified
Customer Service
HDICSR certification (or similar )preferred/Not Required
Knowledge of best practice security standards and techniques is a plus
Service Desk Analyst
understanding of network, wireless support
Communication skills both verbal and written
Service Desk Analyst jobs in Atlanta, GA, United States
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