Service Desk Analyst

Service Desk Analyst

Job Description

The client is seeking an experienced and highly motivated individual to join our team as a Service Desk Analyst. This position is responsible for providing level-one support by responding to incoming calls from the DTS Resolution Center phone queues, self-service ticket submissions, and various other methods for receiving requests for support (email and chat included) regarding: clients, workstations, peripherals, printers, telephone services, cellular services, Active Directory assistance, Google account assistance, VPN account assistance, and standard client desktop applications (Microsoft Office Suite, Google Workspace, VPN, virtual desktops, etc.) for the client.

Essential Duties and Responsibilities include but are not limited to:
Provide timely hardware, software, voice, and network help desk support to all client personnel through all means available.
Troubleshoot issues presented by customers using all tools and resources available.
Be the primary customer contact for status of assigned tickets until the problem is resolved and ticket is closed.
Escalate and properly route incidents and requests that cannot be resolved by the Resolution Center/Service Desk.
Create incident and request tickets requiring validation of customer information, and accurate recording of details of issue/request, including customer interaction and actions taken in the division ticketing system.
Participation in projects to improve customer service, efficiency, and/or productivity of the Resolution Center/Help desk.
Create, update, and review of existing and new knowledge base articles based upon call received.
Identify trends or patterns in reported issues and update and maintain issues knowledge base as appropriate.

Knowledge of:
Windows Operating Systems.
ServiceNow
Microsoft Office Products (Word, Excel, Outlook, PowerPoint).
Google Workspace including Gmail, G-Suite, Drives, etc.

This ideal candidate for this position will have:
2 years’ experience providing technical support in a call center environment.
2 years’ experience providing hands-on desktop support.
Advanced technical training (A+, Microsoft, Google, Hardware, Software, customer service) preferred

Required Skills
Level-One support and customer service
Call center environment

Preferred Skills
Active Directory
Remote virtual desktop
ServiceNow
Google Workspace

Notes:
First 7-10 days is onsite for training then remote after that.

VIVA is an equal opportunity employer. All qualified applicants have an equal opportunity for placement, and all employees have an equal opportunity to develop on the job. This means that VIVA will not discriminate against any employee or qualified applicant on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.