Service Desk Analyst
Location: Los Angeles, CA
Start Date: Dec 9, 2019
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Service Desk Analyst
Direct Hire (could do short term C2H)
Pay Hourly $25 plus overtime
We are looking for someone to work in the Entertainment Industry in Los Angeles. This will be a customer service orientated position Focused on Tier 1 Support. We need someone with a positive attitude and willing to partner with team to get things done. This is a Cisco shop and must have knowledge of Office 365, PC, Mac and Service now.
Phone Support: Provide phone support and coverage for inbound support calls to the Service Desk. This also includes remote support for desktops, notebooks, and mobile devices
Communication: Being able to identify problems in the environment and communicate with peers. Provide a level of discretion when it comes to sensitive data and communication such as confidential company information.
Customer service driven the self-prioritization and timely resolution of incidents to support our employee's technology needs. Provide training to customers on best practices for technology usage
Incident management: Documenting all incidents, problems and requests in the company ticketing system (ServiceNow) with a focus on SLA's, documentation, and customer satisfaction, and escalate as needed to service owners as well as management.
Advance troubleshooting: Identifying problems in the environment and driving them to resolution; from making sure the workplace is clean to identifying recurring failures and notifying the appropriate product owner.
Executive Support: Dedicated to providing high end customer service with Executive Presence. Effectively manage VIP incidents and requests to ensure technologies, such as Wi-Fi, iPhones, iPads, computers are synced and working fine. Being able to bridge the gap and explain Technology to Non-Technical personnel.
Platform agnostic: Knowledge in supporting and troubleshooting Apple and Windows computer systems, all popular mobile platforms like iOS and Android, troubleshooting the current versions of Microsoft Office (Outlook, Word, Excel & PowerPoint), as well as prior experience with troubleshooting and supporting Voice over IP phones systems such as Cisco Call Manager.
Platform ownership: Provide ownership for assigned product groups and/or service areas for the Global Service Desk. The design, development, documentation, analysis, creation, testing, and modification of computer systems and or services, based on and related to customer or system design specifications. This includes consulting with customers, to determine hardware, software, or system functional specifications
The candidate we need must have Enterprise IT experience: Experience working in an enterprise IT support environment utilizing the latest tools and methodologies. Also, the ability to self-manage time, priorities, and daily work load with little supervision. Basic User & Security Group Active Directory administration.
Performance criteria shall include achievement of tasks set out in the position description, annual objectives, and the completion of special assignments. The following core competencies are also integral to the position:
• Building Rapport
• Client/Customer Awareness
• Interpersonal Relations
• Listening Skills
• Organizing/Planning Ability
• Personal Work Ethic
• Analytical Skills
• Attention to Detail
• Computer Skills
• Oral Communication
• Team Skills
• Technical Knowledge/Proficiency
• Bombar, Chef, ServiceNow, ITIL Processes
• Written Skills
• Maintains confidentiality of information
Management of all incidents in a centralized ticketing system Provide Desk Side support on an as needed basis dependent on incident priority and description. ITIL v3 Foundations certification is preferable but not essential.
Experience with Adobe Creative Cloud is a plus
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In the past two years alone, we have placed more than 1,500 consultants in contract, contract-to-hire, or direct placement opportunities. We understand communication is key to finding the right job that matches your skills and career goals. For us, it's not just the work that we do; it's how we do the work. Our breadth of offerings extends to multiple IT positions in major markets throughout the country, see more at www.consultnet.com