Level 1 Service Desk Support

Miles Enterprise Solutions is looking for a Level 1 Service Desk Support Analyst to support a Public Sector client. An ideal candidate is someone who has prior service desk experience and provides great customer service.

Level 1 Service Desk Duties and Requirements:

• Serving as the first point of contact for customers seeking technical assistance over the phone.
• Performing remote troubleshooting through diagnostic techniques and pertinent questions.
• Respond to technical IT assistance requests using a ticketing system.
• Create, maintain and monitor helpdesk tickets and insure they are properly entered into the ITSM platform.
• Determining the best solution based on the issue and details provided by customers.
• Maintain a high level of technical proficiency in the area of personal computing and application support.
• Walk the customer through the multi-factor authentication process.
• Direct unresolved issues to the next level of support personnel.
• Identify and suggest possible improvements on procedures.
• Pass on any feedback or suggestions by customers to the appropriate internal team.

• High school diploma or equivalent required.
• Associate’s or Bachelor’s degree in Information Technology, Computer Science, or a related field preferred.

Experience:

• Minimum of 1-2 years of experience in a service desk or technical support role
• Experience providing Tier 1 telephone support, preferably for HR and ERP systems including Workday.
• Previous experience working in a government agency or call center environment is a plus.

Technical Skills:

• Proficiency in remote troubleshooting and diagnostic techniques.
• Familiarity with IT Service Management (ITSM) platforms for ticket creation and management.
• Strong understanding of personal computing, operating systems, and application support.
• Basic knowledge of networking principles and internet connectivity.

Customer Service Skills:

• Excellent communication skills, both verbal and written.
• Strong customer service orientation with a focus on problem-solving and resolution.
• Ability to handle frustrated or upset customers professionally and empathetically.

Soft Skills:

• Strong organizational skills and attention to detail.
• Ability to work effectively in a team-oriented environment
• Excellent time management skills and the ability to prioritize tasks.

Miles Enterprise Solutions is an emerging professional services company, transforming clients’ business operations and technology models for the digital era. Our unique industry-based consultative approach supports our clients’ vision to build and run more innovative and efficient business operations. Headquartered in Charlotte, North Carolina learn more about how Miles helps clients with transformations at www.milesenterprise.com. Miles drives innovation to improve the way the world works and lives. We’re proud of our commitment to excellence in the workplace., Miles Enterprise Solutions is an Equal Opportunity Employer. We believe that no one should be discriminated against because of their differences, such as age, disability, ethnicity, gender, gender identity and expression, religion, or sexual orientation. Our rich diversity makes us more innovative, more competitive, and more creative, which helps us better serve our clients and our communities., Miles Enterprise is committed to providing veteran employment opportunities to our service men and women. For details, request a copy of the Miles Equal Opportunity and Affirmative Action Policy Statement.