Hybrid Service Desk Analyst - McKinney, TX - Contract Service Desk Analyst - McKinney, TX - Contract
Dice · United States (Remote) · nan, United States Of America · Hybrid
About the job
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Service Desk Analyst
McKinney, TX
Contract
IT Service Desk (6 - 9 Years)
Act as a single point of contact for phone calls, chats and emails from staff regarding IT issues and queries
Provide outstanding customer service to all users
Should be fluent in English. Capable to handle phone calls (inbound and outbound) with upright vocabulary skills, excellent written communication
Provide 1st line support troubleshooting of IT related problems from inhouse software to hardware, such as Laptops, PCs and Printers
Troubleshoot basic network issues, escalate unresolved tickets to the infrastructure support team, Log all tickets in the Service Desk ticket Logging system (SNOW)
Providing remote desktop support and resolve the issues
Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner
To maintain a high degree of customer service for all support queries and adhere to all service management principles
Provide support for issues related to MS Office applications used within the Association (Word, Excel, Outlook, PowerPoint)
Creating user accounts, reset passwords, create groups etc.
AD account management and provision to arrange for external technical support where problems cannot be resolved in house Qualifications
ITIL qualification is must
Document all incidents, service request, workorders and track them until closure
Follow the standard procedures defined in SOP/KBs and adhere to shift handovers etc.
Excellent organizational skills, Incident Management experience Managing incidents including business expectations and communication Basic User & Security Group Active Directory administration
Strong knowledge of Microsoft based operating systems and troubleshooting O365 within a network environment (permissions, calendar sharing, delegation)
Self-motivated achiever who gains satisfaction from providing excellent customer service
Flexibility to working hours as expected
Service Desk Analyst - McKinney, TX - Contract
Service Desk Analyst
McKinney, TX
Contract
IT Service Desk (6 - 9 Years)
Act as a single point of contact for phone calls, chats and emails from staff regarding IT issues and queries
Provide outstanding customer service to all users
Should be fluent in English. Capable to handle phone calls (inbound and outbound) with upright vocabulary skills, excellent written communication
Provide 1st line support troubleshooting of IT related problems from inhouse software to hardware, such as Laptops, PCs and Printers
Troubleshoot basic network issues, escalate unresolved tickets to the infrastructure support team, Log all tickets in the Service Desk ticket Logging system (SNOW)
Providing remote desktop support and resolve the issues
Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner
To maintain a high degree of customer service for all support queries and adhere to all service management principles
Provide support for issues related to MS Office applications used within the Association (Word, Excel, Outlook, PowerPoint)
Creating user accounts, reset passwords, create groups etc.
AD account management and provision to arrange for external technical support where problems cannot be resolved in house Qualifications
ITIL qualification is must
Document all incidents, service request, workorders and track them until closure
Follow the standard procedures defined in SOP/KBs and adhere to shift handovers etc.
Excellent organizational skills, Incident Management experience Managing incidents including business expectations and communication Basic User & Security Group Active Directory administration
Strong knowledge of Microsoft based operating systems and troubleshooting O365 within a network environment (permissions, calendar sharing, delegation)
Self-motivated achiever who gains satisfaction from providing excellent customer service
Flexibility to working hours as expected
Service Desk Analyst - McKinney, TX - Contract
