Service Desk Analyst

Atlanta, GA | Contract To Hire

Post Date: 08/09/2017 Job ID: 46570 Industry: Technical Support

Service Desk Analyst

As a key member of the Information Technology Service Desk team, this position is responsible to provide courteous, accurate and prompt support to our internal and external customers.  Members of the team promote and support a work environment focused on continuous improvement which is paramount to overall departmental success.   Responsibilities include systematically answering phone calls, voicemail, responding to e-mail, online chat and face-to-face desk-side support.

ESSENTIAL DUTIES:
  • Responding to requests for help from customers
  • Troubleshooting and resolving difficult technical issues effectively and efficiently
  • Prioritizing, evaluating, resolving and escalating calls as required
  • Providing appropriately detailed and timely follow-up support with customers
  • Submitting accurate and well-documented solutions consistently for inclusion in the knowledge base

QUALIFICATIONS 
  • Ability to follow instructions and respond to managements’ directions accurately
  • Proven skills in advanced computer troubleshooting, analysis, critical thinking and problem solving skills
  • Ability to manage multiple tasks with frequent interruptions, occasionally in urgent situations
  • Demonstrated skills in accuracy and thoroughness. Looks for ways to improve and promote quality and monitors own work to ensure quality is met
  • Ability to learn multiple programs and systems
  • Demonstrated effective communication skills by conveying necessary information accurately, listening effectively and asking questions where clarification is needed
  • Ability to prioritize work activities and use time efficiently
  • Proven commitment to maintaining medical confidentiality
  • Demonstrated team behavior and willingness to promote a team-oriented environment

EDUCATION AND/OR EXPERIENCE  

High school diploma or equivalent required.   College degree and one year previous experience working on a Service Desk supporting users in a virtualized environment, and working with Active Directory is preferred.
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