Service Desk Analyst

Description

Daily responsibilities include logging, tracking and resolving an average of 40 to 50 customer interactions per day. Specific responsibilities include acting as the customer advocate for problem resolution, demonstrating intermediate-advanced trouble-shooting skills, handling, diagnosing, and resolving end user calls in a single point of contact help desk environment, and providing assistance to other members of the team. An average call lasts approximately 6 minutes; first call resolution rate goal is 75%. The most common calls are listed below: 1. Microsoft Outlook 2. Microsoft Word 3. Desksite (a DMS, Document Management System, used to save / search / retrieve / share documents across the network) 4. Mobile devices 5. IP Phones 6. Document formatting Monday - Friday 9am - 6pm Weekend OT - 3.5 hours a month required Two TEK holidays - 9 hour shifts each a year required

Skills

service desk, customer service, troubleshooting, legal support

Top Skills Details

service desk,customer service,troubleshooting,legal support

Additional Skills & Qualifications:

Phone/Email

Experience Level

Expert Level

About TEKsystems:

We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.