Desktop Support Analyst Job

DESKTOP SUPPORT ANALYST needed for a Contract opportunity with Yoh's client located in St. Louis, Missouri.

THE BIG PICTURE - TOP SKILLS YOU SHOULD POSSESS:

- Service Now Ticketing System preferred.
- Task automation and process improvements experience

WHAT YOU'LL BE DOING:

- Providing remote customer service.
- Resolves inbound technology-related problems in a support center environment by responding to inbound (avg 20-30 calls/day)and placing outbound phone calls
- Provides remote customer service and ensuring the highest-level of customer service by following professional phone etiquette protocol and operating in a helpful and timely manner
- Troubleshoots problems quickly to determine the appropriate resolution path
- Documents issues within the problem management system with clear, concise and accurate information; documents troubleshooting process and procedure for each issue
- Assists with trend and root cause analysis; identifies and communicates problem trends; identifies and communicates gaps in department knowledge required to resolve specific problems
- Tracks activities using the appropriate software (Service Now) and telephone systems
- Educates customers on appropriate problem resolutions to minimize repeat requests; provides timely follow-up
- Develops and maintains required technical knowledge and skills; independently pursues skill building activities in conjunction with daily workload
- Assists with task automation and process improvements, as directed
- Maintains established service level agreements to meet customer expectations and quality standards

WHAT YOU NEED TO BRING TO THE TABLE:

- Bachelor's degree in Computer Science, Computer Information Systems, Management Information Systems, or related field preferred
- Experience with password resets, account lock-outs, and helping with ticket requests Strong customer service orientation with previous experience in a customer facing role (ie retail environment)
- Experience with Service Now ticketing software
- Experience documenting tickets accurately and to standard
- Experience working on an installs team, desk side support team or as a service technician

BONUS POINTS!

- A+, Network+ or CCNA certifications are a plus

WHAT'S IN IT FOR YOU?

- An excellent long-term opportunity with a St Louis major Corporation.

GET HIRED, APPLY NOW!

RECRUITER: Jim Jennings

J2W: INFOTECH

Tax Term: FULLTIMEJ2WBRSTL

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Branch: IT & Telecom