Service Desk Analyst
The locations are:
Atlanta, GA, Boston, MA and Little Rock, AR
Duration 6 months (C2H)
Qualifications:
Bachelor Degree in Computer Science, Information Technology, Software Development or relevant area OR equivalent working experience in similar role.
1-3 years' experience in Help Desk role
Knowledge of network protocols, network analysis tools, and ability to perform analysis of associated network logs.
Knowledge in VOIP/Hosted PBX systems.
Knowledge of Cloud Services, Office 365, Azure, AWS, etc.
Strong understanding of Cloud services, Backups,
Strong understanding of basic network, and experience in performing network operations and help desk support.
Experience with Service Levels and Performance Indicators.
Working knowledge of information technology, systems implementation and integration and service delivery.
Good knowledge of proper telephone etiquette.
Functions and Tasks:
Manage all incoming emails, phone calls or chat conversations related to IT services and assign them to the Level 2 IT Consultants.
Monitor alarms, open proactive incidents, and alert management of technical problems in the different platforms.
Perform basic triage, ask questions and walk customer through problem-solving process.
Support Pre-Sales Engineers and Product Development Team in the testing of new services or products.
Identifying potential new customers and/or business opportunities in existing clients by building and maintaining excellent customer relationships.
Run diagnostic programs to resolve issues when needed and provide conclusions.
Provide technical support and resolve technical problems related to Local Area Networks (LAN), Wide Area Networks (WAN), Hosted PBX services, and other systems.
Follow up with customers to ensure issue has been resolved and customer is happy.
Flag incidents that could potentially become problems and investigate root cause.
Escalate any issues as per Severity Levels within company and with vendors
Monitor workload of IT Consultants and balance accordingly.
Support the Head of IT with metrics and reporting.
Perform periodic inventory of hardware and software as required.
Perform migrations of services when required.