New

Service Desk Analyst

TEKsystems
$20.00 - $25.00 / hr
life insurance, sick time, 401(k), retirement plan
United States, Minnesota, Minneapolis
May 17, 2025
Description The Service Desk Analyst delivers L1 technical support for primary incident resolution or escalation to L2 support teams as needed. Responsibilities include initial documentation, troubleshooting, research, and resolution of incoming incidents and requests concerning the use of supported software and hardware. Service Desk Analysts are provided with a suite of support tools and an active knowledge base to assist in troubleshooting efforts. The primary method of contact is phone, chat and self-service tickets. EXECUTION AND OPERATIONAL EXCELLENCE: -Respond to all phone calls in a timely manner and follow proper handling guidelines. -Handle chats & self-service tickets in a timely manner and ensure all information is gathered prior to resolving and/or routing to other teams for processing. -Strive to meet all KPIs for average speed of answer, handle times, ticket logging and first call resolution. -Log 100% of contacts into the ServiceNow ticketing system to include description of issue, troubleshooting performed, resolution and/or purpose for escalation. Properly categorize incidents and select the appropriate severity based on impact and urgency. -Follow knowledge articles to ensure the required troubleshooting, information gathered and escalations are handled accurately. -Report when knowledge is out of date, incorrect or missing. -Handle all contacts in alignment with department quality assurance guidelines. -Maintain adherence to scheduled shift start time, break and lunch. -Assist in ensuring processes stay up to date by reporting on gaps to leadership. -Maintain open communication and work to build strong relationships inside and outside the department. -Perform own job responsibilities with commitment to quality and customer satisfaction - doing what's right, for the team, for the enterprise. -Identify and Report security risks in accordance to compliance. Skills Helpdesk, Microsoft Office, Mobile device, Outlook, Windows 7, Remote Access, Active directory, Windows 10, Office 365, Troubleshooting, vpn, servicenow, Windows, Windows 7 Top Skills Details Helpdesk, Microsoft Office, Mobile device, Outlook, Windows 7, Remote Access,Active directory,Windows 10,Office 365,Troubleshooting Additional Skills & Qualifications Required Experience -Have used or are familiar with a service desk ticketing system or similar. -2-3 years customer service experience or customer facing role. -1 year technical support experience, preferably via the phone -Able to demonstrate strong verbal and written communication -Ability to multitask and prioritize in a fast paced environment -Familiar with using and supporting MSOffice applications; inclusive of Outlook; preferably in a large enterprise environment. Desired Skills -ITIL Foundations certification or prior experience working in an ITIL environment. -Have worked with a Chat tool supporting end users or similar. -VPN Software Technologies (i.e. Microsoft VPN Client, Pulse Secure) -Worked in the financial industry in some capacity. Additional Information Client is willing to look at candidates who have less formal IT Phone Support experience if they have CompTIA Certifications (A+, IT Fundamentals, etc.). Military experience is a plus. Critical thinking ability is needed. Client's Helpdesk focuses on quality End User interactions and does not have strict Service Levels. Contract is 6+ months with option to hire. 2 weeks of on-site Training (7:00am - 3:30pm Monday through Friday) initially. Client's Helpdesk runs from 6:00am - 6:00pm Monday through Friday. Ideally, candidates would be flexible in regard to shift. Individuals would initially work 8:30am - 5:00pm or 9:30am - 6:00pm Monday through Friday shift. Candidates must be willing to work on-site 5 days/week. Experience Level Intermediate Level Pay and Benefits The pay range for this position is $20.00 - $25.00/hr. Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following: * Medical, dental & vision * Critical Illness, Accident, and Hospital * 401(k) Retirement Plan - Pre-tax and Roth post-tax contributions available * Life Insurance (Voluntary Life & AD&D for the employee and dependents) * Short and long-term disability * Health Spending Account (HSA) * Transportation benefits * Employee Assistance Program * Time Off/Leave (PTO, Vacation or Sick Leave) Workplace Type This is a fully onsite position in Minneapolis,MN. Application Deadline This position is anticipated to close on May 29, 2025. About TEKsystems and TEKsystems Global Services We're a leading provider of business and technology services. We accelerate business transformation for our customers. Our expertise in strategy, design, execution and operations unlocks business value through a range of solutions. We're a team of 80,000 strong, working with over 6,000 customers, including 80% of the Fortune 500 across North America, Europe and Asia, who partner with us for our scale, full-stack capabilities and speed. We're strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. We're building tomorrow by delivering business outcomes and making positive impacts in our global communities. TEKsystems and TEKsystems Global Services are Allegis Group companies. Learn more at TEKsystems.com. The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.