Service Desk Analyst

Additional Information

All your information will be kept confidential according to EEO guidelines.

Job Description

Position Details:

Job Title: Service Desk Analyst

Location: Columbus, OH 43221

Duration: 4+ months (Strong possibility for an extension)

Notes from Supervisor:

· Communication Skills are extremely important with these roles.

· Resources will assist customers on the phone using various scripts prepared by Supervisors.

· A + Certification, Bachelors in Technology or 2-3 years of experience is preferred.

· Ticketing System being utilized is Service Now, experience with Service Now is also preferred.

Requirement Description:

· Receive telephone calls and e-mails from users having problems using computer software and hardware or inquiring how to use specific software, programming languages, electronic mail, or operating systems.

· Ascertain the nature of problem, determine whether problem is caused by hardware such as modem, printer, cables, or telephone, and log in tracking system.

· Escalate problems in accordance with defined procedures.

· Assist users through problem solving steps

· Use technical databases to research problems, and talk with co-workers to research problem and find solution.

· Test software and hardware for troubleshooting and problem resolution.

· Provide service and preventive maintenance activities on element exchange/baseline products (products with element exchange service and traditional maintenance philosophies; i.e., terminals, printers, personal computers, etc.).

· Able to diagnose and detect correct equipment errors and repair products by replacing worn or broken parts, and making technical adjustments.

· Makes appropriate use of reference publications and diagnostic aids in resolving technical problems.

· Assist in coordination of changes, upgrades and new products, ensuring systems will operate correctly in current and future environment.

· Provide accurate and complete answers to general use and administrative environment questions in a timely manner.

· Support shared software, such as operating systems, configuration management tools, application and development tools, testing tools, compilers, and code editors.

· Communicate accurate and useful status updates.

· Manage and report time spent on all work activities.

· Follow quality standards.

· Ability to work in a team environment

· Complete assigned tasks.

· Strong communication skills; both written and spoken

Mandatory Requirements (resource must have 1 or more of the following):

· A+ certification

· 3 + Years of Experience in Help Desk technical Support and Call Center Support

· 4 year college degree or equivalent technical study; may accept equivalent education and experience combined.

Desired Skills/Time:

· Test software and hardware to evaluate ease of use and whether product will aid user in performing work.

· Write or revise training manuals and procedures.

· Develop training materials, such as exercises and visual displays.

· Train users on software and hardware on-site or in classroom, or recommend outside contractors to provide training.

· Write software and hardware evaluation and recommendation for management review.

· Implement shared software, such as operating systems, configuration management tools, application and development tools, testing tools, compilers, and code editors.