Service Desk Analyst - Remote

Company: TEKsystems c/o Allegis Group
Location: Detroit
Posted on: February 25, 2021

Job Description:

Service Desk Analyst - Remote Required bull 1 year of troubleshooting Office 365 bull 1 year of direct customer service experience bull 1 year of support experience, troubleshooting hardware and software problems bull 1 year of professional experience with current Windows OS, Mac OS and hardware, the Microsoft Office suite as well as enterprise email and communication tools bull Proficiency in the Microsoft Office suite bull Knowledge of basic computer hardware The Service Desk agent will be taking incoming calls from all end users. They will need to have a technical mindset and excellent communication skills. The majority of calls will be around Office 365 and troubleshooting their email. They will take approximately 30-40 calls per day. Responsibilities bull Field incoming help requests from end users via phone and work orders, and perform post-resolution follow-ups bull Document all pertinent end-user identification information bull Prioritize and schedule problems and escalate when necessary to the appropriately experienced technician bull Record, track and document the help desk request problem-solving process, including all successful and unsuccessful decisions made and actions taken through to the final resolution bull Apply diagnostic utilities to aid in troubleshooting bull Identify and learn appropriate software and hardware used and supported by the organization bull Perform hands-on fixes at the desktop level, including installing and upgrading software, implementing file backups and configuring systems and applications bull Test fixes to ensure the problem has been adequately resolved bull Develop help sheets and knowledge base articles for end users bull Assist in technology equipment physical inventory audits bull Participate in a weekly rotation performing weekend and evening support About TEKsystems We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80 of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company. The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

Keywords: TEKsystems c/o Allegis Group, Detroit , Service Desk Analyst - Remote, Professions , Detroit, Michigan