It Service Desk

Location:  Detroit, MI

Position Type: FTE

Is Remote option available during COVID: Yes

Job Description:

We are looking for a customer service oriented Service Desk Analyst to provide technical support to our business partners and authorized vendors while adhering to stated Service Level Agreements. You will be considered as the "face” of the IT department and solve basic to intermediate IT incidents and assist in fulfilling service requests

Responsibilities:

• Act as a single point of contact for phone calls and web-submit ticket from business partners regarding IT issues and queries.
• To maintain a high degree of customer service for all support queries and adhere to all service management principles.
• Troubleshoot basic Windows and Network issues using remote tools.
• Log all contacts in the IT Service Management tool (ServiceNow).
• Escalate unresolved calls to 2nd level support.
• Maintain individual KPIs and group SLAs

Qualifications:

• An ITIL qualification is preferable but not essential.
• MCP certification for MS Office is required post-hire.

Requirements:

• 1 – 3 Years call center/help desk experience
• Strong client-facing and communication skills
• Understanding of basic User & Security Group Active Directory administration
• Strong knowledge of Microsoft based operating systems with emphasis on Windows 10 and Office 2016/365.
• Experience with using and troubleshooting Outlook 2016/365 within a network environment (permissions, calendar sharing, delegation)
• Background Verification Security Check is required

Position requires full legal name as per the ID