Service Desk Analyst

Job ID: 107574
Location: Kansas City, MO  [Onsite]
Salary: $28-$30 hourly
Category: Infrastructure
Employment Type: Contract

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Service Desk Analyst 
 
Summary:
Serve as the first contact with customers who need technical assistance via the phone or email. Respond to customer issues via phone, email, in-person, and computer chat. Follow-up with customers to ensure issues are resolved. 
 
Responsibilities
  • Provide needed information on IT products or services. 
  • Keep record of problems and their resolution. 
  • Serve as the first contact with customers who need technical assistance via the phone or email 
  • Provide customer assistance 
  • Respond to customer issues via phone, email, in-person, and computer chat 
  • Follow-up with customers to ensure issues are resolved 
  • Provide needed information on IT products or services 
  • Document customer interactions 
  • Keep record of problems and their resolution through source of record (SysAid) Manage Help Desk tickets in a timely manner, if not directly dealing with customer you should be analyzing and resolving incidents within ticket queue. 
  • Provide quick resolution and excellent customer service 
  • Perform troubleshooting using different diagnostic techniques 
  • Troubleshoot, diagnose, and resolve technical hardware and/or software issues 
  • Run diagnostics to resolve customer reported issues Install, make changes, and repair computer hardware and software 
  • Escalate/Involve issues to the next level of support personnel to quickly resolve issues that require higher level of permissions 
  • Redirect unresolved issues to the next level of support personnel while maintaining contact and transparency with customers towards resolution. 
  • Provide feedback on processes and make recommendations on areas to improve 
  • Maintain technical documentation, knowledge module and service catalog on installation of software, configuration of hardware and problem troubleshooting Improves system performance by identifying problems and recommending changes. 
  • Updates job knowledge by participating in educational opportunities and maintaining personal networks. 
  • Be available to work schedule hours. 
    • If you are scheduled to be in the office, make sure you are present to help provide adequate and efficient assistance to customers in the office. 
    • If you need to be remote on a scheduled in-office shift (unless sick or personal day), 24- hour notice is required, and you are responsible for finding another team member to cover your in-office scheduled shift. 
    • Vacations are scheduled individually within each department. Associates are required to submit vacation requests through the time and attendance system: Kronos. Associates must have approval from the supervisor before taking vacation. This will ensure that the time off does not conflict with the departmental staffing. 
    • Schedules for following week will be posted by Monday at noon, request for vacations or needed remote days need to be submitted to lead no later than that so adjustments can be made for office coverage. 
    • Scheduling and staffing needs are managed by team lead and can be adjusted to meet high priority task that require the associate to be in the office as needed. 
    • The current hybrid work schedule is three days in the office and two days remote.