Analyst Service Desk

Job Title:
Service Desk Analyst

Location:


San Antonio, TX (78215)
Duration: 24 months
Pay Rate: $18/hr - $21/hr. on w2
Job : #26-15204

Summary:

· A service desk analyst is an information technology (IT) professional who helps users resolve issues with computer hardware or software. They respond to user inquiries, assess problems and issues with IT equipment and applications, and help resolve these issues for users. They also work closely with other IT department personnel to provide assistance on tasks that are outside the scope of their knowledge or expertise.

· EIT Service Desk provides remote first and second level continuous IT support for all of client in a 24x7x365 multi-channel environment. Service Desk Employees are considered essential personnel and must respond to their job responsibilities regardless of weather, disaster, etc. They must be extremely flexible with their working hours and assigned duties.

· Contractor must have reliable transportation as they may need to work from various client locations. Contractor may be required to utilize their personal/company devices/services as needed for remote access.

Required Function 1:

· A service desk analyst is an information technology (IT) professional who helps users resolve issues with computer hardware or software. They respond to user inquiries, assess problems and issues with IT equipment and applications, and help resolve these issues for users. They also work closely with other IT department personnel to provide assistance on tasks that are outside the scope of their knowledge or expertise.

· EIT Service Desk provides remote first and second level continuous IT support for all of Client in a 24x7x365 multi-channel environment. Service Desk Employees are considered essential personnel and must respond to their job responsibilities regardless of weather, disaster, etc. They must be extremely flexible with their working hours and assigned duties.

Required Function 2:

· The main duties of a service desk analyst are to handle incoming queries and requests from end users, either via email or over the phone.

· They take detailed notes of the problem the user is experiencing, determine steps they can take to resolve the issue, and manage the flow of incoming support requests. This involves asking questions to determine the full scope of the user’s issue.

· Service desk analysts escalate user support requests to higher-level support teams and experts if they are unable to resolve the issue on their own. They provide supervisors or specialists with notes regarding the problem, steps they have already taken to resolve the issue, and their diagnosis of the user’s problem.

· For particularly complex cases, the service desk analyst may receive the user’s hardware so that IT specialists can conduct analyses and determine how to fix the problem.

· Throughout the user support process, service desk analysts maintain detailed records of user issues with software and hardware. These notes can help diagnose and repair complex issues and provide IT departments with data regarding recurring issues and problems reported by multiple users.

· By maintaining detailed records, the service desk analyst can also look at a user’s history of software or hardware issues and make recommendations to prevent future problems.

· Provides a “single point” of contact for all IT-related needs

· Processes service requests via e-mail, online forms, telephone, chat, employee self-service, and walk-ins

· Documents, triage, and records all incidents or service requests

· Monitor Network systems

· Technical ability to diagnose and resolve common hardware/software issues

· Must have familiarity with operating protocols for desktops, laptops, and mobile devices

· Must have the ability to solve common application issues and install software

· Ability to learn new technologies and assist with training end-users

· Document processes and procedures for the internal knowledge base and external knowledge base

· Must be an advocate for the customer to ensure a satisfactory resolution to their request or issue

· Keeping customers advised of the steps being taken to resolve their incident or service request

·…