Service Desk Analyst
Title : Service DeskAnalyst
Duration : 12Months
Location : AtlantaGeorgia
Note : This is an OnsiteRole.
JobDescription :
- Monitortelephone system and take calls from APSusers
- Logall reported incidents Fulfillment Requests (Service Requests) andattempt to resolve issues at 1st contact in accordance withestablished SLAs
- Escalateincidents to level 2 or level 3 support according to establishedprocesses andprocedures
- Trackand followup on incidents escalated to technical teams to ensureissues are resolved promptly andclosed
- Remotelyconnect to user computers and assist with resolving issues asnecessary.
- Providesupport for APS IT projects (asneeded)
- Followestablished processes andprocedures.
- Reportto IT any suggestions that will improve the process or make supporteasier or moreefficient
- Maintainexceptional customer service posturealways
- Documentwork performed (and steps to resolve issues) always withinticketing system for audit or knowledgebasepurposes
- Recordand submit checklists or other documentation asrequired
RequiredSkills :
- HDICSRcertification (orsimilar)preferred
- Strongcustomer serviceskills
- Priorexperience with service desk support is aMUST
- Priorexperience working as a desk side support analyst is aplus
- ACertification is aplus
- Proficientin understanding of network wirelesssupport
- Knowledgeof best practice security standards and techniques is aplus
- MicrosoftWindows certification is aplus
- ITILexperience / certification is aplus
- Musthave clean criminal record with the ability to pass fingerprintbackgroundcheck
- Mustbe authorized to work in the UnitesStates
Ifyou are : bright motivated skilled a differencemaker able to getthings done work with minimum direction enthusiastic a thinker ableto juggle and multitask communicate effectively and lead then wewould like to hear from you.
We need exceptionally capable peoplefor this role for our client so get back to us and tell us why youthink you are afit."
AboutUs :
TriForceis one of the fastest growing companies in Philadelphia region byreceiving the award 5 times and 3 times(Ranked #) on Inc.
5000fastest growing companies in the USA. TriForce Consulting ServicesInc. is an established consulting services firm offering innovativesolutions to Government and Commercial sectors.
We specialize inbuilding customized software applications solutions such asknowledge management systems business intelligence data analysisdatabase support and maintenance data warehouse implementation andsupport systems architecture and systems integration for ourclients.
Our technical competencies are in Java.NET SharePoint PHPBusiness Intelligence (Cog nos Data Warehouse) mobile applicationsplatforms (iPhone iPad Android Blackberry) and various othertechnologies.
We also specialize in providing resources to manageinfrastructure projects. TriForce is one of the fastest growingcompanies in the Philadelphia region by receiving the award 6 timesand 4 times on Inc.
5000 fastest growing companies in theUSA.
HDICSR certification (or similar)preferred Strong customer serviceskills Prior experience with service desk support is a MUST Priorexperience 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 andtechniques is a plus Microsoft Windows certification is a plus ITILexperience / certification is a plus Must have clean criminal recordwith the ability to pass finger-print background check Must beauthorized to work in the Unites States
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