Service Desk Analyst/ IT Helpdesk Support role

Resource Logistics, Inc.

Minot, ND, United States

2 days ago

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Role details

Contract type

Permanent contract

Employment type

Full-time (> 32 hours)

Experience required

1 year minimum

Working hours

Regular working hours

Job source

www.dice.com

Tech stack

Microsoft Windows Wireless LAN Apple IOS Apple Mac Systems Dynamic Host Configuration Protocol Domain Name System (DNS) Ethernet IP Addressing Virtual Private Networks (VPN) Microsoft Office System Center Configuration Manager Citrix Systems

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ServiceNow IT Service Management Mobile Os Information Technology

Job description

Perform technical support to client via telephone, chat, emails, or self-service tickets across all geographies.
Provide Level 1/L1.5 triage and resolutions such as password resets and account unlock for reported incidents and requests ensuring 100% compliance with
Internal policies and procedures.
Provide hardware and software support to users which includes application supports like MS Office, Citrix, VPN, SCCM, Amazon Workspaces etc.,
Provide clients with a first level resolution, where possible, leveraging standard operating procedures or work instructions.
Perform customer call backs as required.
Provide remote solutions to problems, inquiry problems, and explain the solution in such a way that non-technical users understand.
Build knowledge articles, or flag the need for such content, when relevant knowledge articles are not available.
Taking Ownership for the Tickets/Request and communicating with customers on a regular basis to ensure speedy resolution. Meet Service level agreements like response and resolution time, ASA (Average Speed of Answering), (Average Handling Time for a Ticket/Request) AHT and (Customer Satisfaction) CSAT.
Providing res to new members onshore and offshore
Managing and Providing support to different LOB s during requirement
Basic understanding of DHCP, DNS, IP addressing and sub netting & Basic understanding of fixing Wireless LAN, Ethernet desktop configuration issues
Knowledge of Mobile OS like iOS, iPadOS & Android

Requirements

Strong Oral and Written communication skills in all the languages required and known.
Should have 1-5 Years of work experience in IT Technical Support / Service Desk will be preferred.
Excellent Knowledge and working experience on Windows / iOS & Android OS troubleshooting related issues. Basic skill on MAC OS.
Experience with ServiceNow Ticketing System
Open to work in 24*7 Work Environment with rotational Shifts and Week-Offs
Bachelor s degree in computer science or a similar field, IT Diploma holders are also preferred