Elastify is looking for an L1 IT Service Desk Analyst for a 6 month contract onsite with a client in Houston. Please apply for more details.
The Tier 1 Analyst will be responsible for responding to and ensuring the timely resolution
of any incoming emails, phone calls, and chat with the Service Desk. The duties and
responsibilities of this position include, but are not limited to the following:
Utilizing a call tracking system for:
oAccurately capturing client requests, incidents, questions, and problems
oUpdating/Validation of software/hardware via our CMDB
oProcessing/resolving client requests, and incidents in a timely fashion.
oTicket assignment
oScheduling daily workloads
oLogging work performed
oMonitoring ticket progression
oCommunication between the client and IT
User Provisioning
oCreating all access/hardware/software requests coming into the Service Desk
and seeking clarification when needed
oCreation of all standard Precision accounts
Providing high levels of customer satisfaction by:
oTaking ownership of incoming requests via emails, phone calls, and chat
oIdentifying user's issues and setting client urgency
oAbility to troubleshoot and resolve basic to intermediate hardware and
software issues
oDeploying and configuring software where appropriate
oSetting appropriate expectations
oManaging proper escalation
oEnsuring call resolution
Required understanding of:
oUser provisioning (employee onboarding/off-boarding process, procedures, and access
requests)
oAccess and account management practices
oHardware procurement
oMicrosoft Office products
oNetwork connectivity
oSAP
oVPN/RSA
oCall tracking systems
oSoftware/Hardware deployment tools
oRemote connectivity tools
oIncident Management and Request Fulfillment process