Address
Form of workDescription:
Overview: The Service Desk Analyst has a very wide array of tasks all surrounding in-bound phone calls. This role is responsible for supporting end users in a 24x7 capacity, with Majority of locations based in USA. The calls vary from a very quick password reset that require very little effort, to mid-level troubleshooting to triage and/or resolve issues. Role will also involve responding to e-mails and Chats. Experience: 1-2 years of help desk / call center experience 1-2 years of experience working with "help desk ticketing tools" i.e. Service Now Experience supporting Work from Home end-users Experience working remotely yet as a team member Skills: Ability to troubleshoot common Windows related issues Working knowledge of Active Directory Working knowledge of Domain hierarchy Working knowledge of Microsoft Windows OS Microsoft Office Products including: Word, Excel, Outlook, PowerPoint Remote meeting software including: Microsoft Teams, Cisco WebEx, Zoom Troubleshooting VPN Clients - Citrix NetScaler, Cisco VPN Strong written and oral communication Ability to learn and troubleshoot custom applications Non-Technical Requirements: Great "people skills" with demonstrated ability to communicate with a wide verity of end users including many that have little or no "technical" skills. The ability to listen to the end user and understand their needs and perspectives. Sense of urgency in supporting the end user - returning the ability for them to perform their job. Hardware: The successful candidate will be working remotely as part of a larger team. While TEKsystems will provide a company laptop, there are some physical needs that the candidate will need to provide. Secure/quiet location to work Personal high speed internet connection (no hot spots or public internet locations) Cell phone with good reception Speakers/Mic to ensure quality audio during conversations, a USB headset will also be provided.
Skills:
helpdesk, call center, service desk, Phone support, Support, Help Desk, Service Desk, Servicenow, Vpn, Troubleshooting
Top Skills Details:
helpdesk, call center, service desk,Phone support,Support
Additional Skills & Qualifications:
Strong written and oral communication
Experience Level:
Entry Level
About Us
Skiltrek is an award-winning IT staffing firm and the staffing partner of choice for many leading companies across the US. At Skiltrek, we promise you the perfect opportunity of building technical excellence, understand business performance and nuances, be abreast with the latest happenings in technology world and enjoy a satisfying work life balance.
Skiltrek is committed to equal treatment and opportunity in all aspects of recruitment, selection, and employment without regard to gender, race, religion, national origin, ethnicity, disability, gender identity/expression, sexual orientation, veteran or military status, or any other category protected under the law. Skiltrek is an equal opportunity employer; committed to a community of inclusion, and an environment free from discrimination, harassment, and retaliation.
