Randstad IT Service Desk Analyst in Richmond, Virginia

IT Service Desk Analyst


Richmond, VA

Date Posted:

Tuesday, September 27, 2016

Job Type:


Reference #:



Randstad Technologies

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Randstad is looking for IT Service Desk Analyst in Richmond and Lynchburg, VA for full time long term contract.


1)Day shift. M-W 9am-6pm. Sat and Sun. 10-7pm

The IT Service Desk Analyst answers inbound calls from internal system users and is responsible for providing first level operational and technical support.

  • Provide IT operations support in a team Service Desk environment. Adjust working hours and schedule as needed.

  • Develop and exhibit technical subject matter expertise on the supported systems and associated business processes.

  • Drive and coordinate high impact, complex and cross-functional incidents to resolution by following established processes involving resources from the company/or vendors.

  • Communicate written incident updates using team standards in a pre-determined time bound fashion to all levels of IT and business audience.

  • Assess impact of issues and ensure proper severity assignment.

  • Exhibit total incident ownership throughout the lifespan of a customer issue. Check on progress of open incidents and follow up with customer where applicable.

  • Ensure Support Guides and related documentation is up-to-date.

  • Regularly identify and implement improvement opportunities.

  • Fulfill corporate compliance tasks including mandatory training and weekly timesheets.


  • 2 years IT experience in a customer service capacity. Call Center or Service Desk experience is preferred.

  • Proficiency with Microsoft Office 2007/2010 (Outlook, Excel, and Word)

  • Experience with web navigation and support in a Microsoft Windows environment

  • Strong communication and interpersonal skills

  • A work ethic with a focus on quality, results and customer satisfaction

  • Excellent technical and analytical skills

  • Experience in dealing with complex customer escalated issues

  • Organized and detailed documentation skills

For immediate consideration, please email resume Sasha.Jules@Randstadusa.com

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