Level 2 Service Desk Analyst

Service Desk, Global IT, PC Hardware and Software, Customer Service
Contract W2
$22 - $24

Job Description

Level 2 Service Desk Analyst - Grand Rapids, MI - 6 Month Contract - $22-24/hr W2

Your Mission:
You will become part of our Global IT Services Team, and will take over 2nd level IT responsibilities by phone, by e-mail and on-site.
As part of your role in our service desk team, you will assist our staff with technical inquiries, provide direct solutions and assistance in the event of problems and service requests.

• Completed an IT education or have equivalent technical experience, with 2+ years professional experience
• Standard to complex knowledge of installation and configuration of PC hardware and software incl. Operating Systems
• Experience in dealing with a ticket system as well as in process management
• High degree of customer and service orientation
• Fun at work in the team

• Monitor, receive and respond to support escalations, assist with incoming end user calls and emails as needed
• Perform fulfillment of documented standard to complex Requests
• Perform resolution of documented standard to complex Incidents
• Escalate to resolver teams and technology suppliers based on documented processes
• Monitor ticket queues and follow up with end users and other resolver teams until tickets closed
• Assist with and facilitate problem and knowledge management activities
• Critical: Provide good customer service, professional oral and written communication skills
• Primary Expertise: Customer Service, Standard to Complex IT Support
• Seeking results-oriented, self-starter able to adapt to new requirements, with strong interpersonal and communication skills, ability to work in team

We Offer:

Great place to work at the customer location
Become part of an international company and a professional IT network offering future growth opportunities
Attractive training and incentive plans

Dice Id : solpart
Position Id : 6583911
Originally Posted : 2 weeks ago
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