Service Desk Analyst

Service Desk Analyst - Fully Remote, must reside in Atlanta, GA 

*6 month Contract to Hire*

Must-haves

- 3-5 years of experience in a Service Desk/Desktop Support Role

- Experience handling major incidents over the phone, chat, and working through tickets

- Password resets, unlocking accounts, phone issues

- Customer Service skills (phone presence, friendly personality, etc.)

- Escalating major issues to Tier 2

Plusses

- ServiceNow experience

- ITIL

- Working for a university environment

Day-to-Day

This candidate will be joining the Service Desk team as an Analyst. The team is responsible for handling all major incidents throughout the university. The candidate in this role will be handling support via phone, chat, and tickets. Password resets, unlocking accounts, and dealing with phone issues are some of the most common issues they will be resolving. This team escalates any major issues to the Tier 2 Support Team. Within the first 6 months the Service Desk will be evaluated on the amount of calls they answer, positive surveys, and attendance!

Job Summary

The Service Desk Analyst provides technical support to Emory customers (i.e faculty, staff and students) with various issues (e.g., accounts, outages, telephony, procedures, etc.) to maintain customer functionality and satisfaction. He/She responds to service requests and incidents over the phone, via ticketing system, chat, Zoom and maintains a strong understanding of OIT IT (Information Technology) functions, requirements, policies, procedures and expectations to resolve incidents, meet customer needs and support other Service Desk (SD) colleagues This position creates Major Incident Notifications (MINs/SIAs) to resolve issues and assign tickets to IT resources. He/She recognizes patterns of issues and proposes solutions to prevent issue recurrence and improve efficiencies. This position alerts SD management and staff resources to provide rapid responses to incidents, problems and outages.

Performance Metrics

First Call Resolution

Ticket Logging

Request Fulfillment

Knowledge Centered Support

Major Incident Communication

Customer Satisfaction