Service Desk Analyst (2nd shift)

Our Columbus, Ohio client has a second shift contract opportunity for a Service Desk Analyst who, under direct supervision, is responsible for troubleshooting application or device problems; determines if solution is known and publishes resolutions or workarounds in Jira Service Management Incident, Problem or Knowledge Management. Either of these 2 shifts- Tue-Sat 2:30-11p Mon-Fri 2:30-11p. Job Description: The Service Desk Analyst, under direct supervision, is responsible for troubleshooting application and/or device problems; determine if solution is known and publish resolutions or workarounds in Jira Service Management incident. The Service Desk Analyst provides tiers one support for NetJets team members to include: application, PC, laptop, peripherals, iPhones, iPads, and other telecommunications devices/supplies for all NetJets subsidiaries. The Service Desk Analyst provides superior customer service, accurately logging tickets, and effectively transitioning and escalating unresolved problems. Escalate reports of chronic or unresolved problems to the appropriate team lead or manager. The Service Desk Analyst provides timely updates to internal teams as well as business/stakeholder communications on issues reported. The Service Desk Analyst is responsible for maintaining a knowledge-based system of common reported problems and resolutions and may be requested to perform ancillary tasks such as: attendance to meetings, RFC notification emails, contributing to Knowledge Base, etc. Adherence to time and metrics tracking is required. Manages customer communications on scheduled and non-scheduled system maintenance, providing a communication hub between the business and IT teams. Demonstrates a commitment to providing superior customer service. 75%=Answers inbound phone calls and emails during an assigned shift in a 7x24x365 global Help Desk. Provides technical assistance and problem resolution for employees requesting help on computer or network related issues or questions in a courteous, professional, thorough, and concise manner. 10%= Follows up on open tickets and confirms successful resolution with the end user. 5%= Creates and maintains user accounts and access privileges for Active Directory and application systems. 5%= Maintains content within a knowledge base, through data entry of commonly reported problems, questions, and known resolutions and troubleshooting steps. 5%= Assists on Help Desk related projects and activities as assigned by management.

Created: 2024-11-03