Randstad IT Service Desk Analyst in Richmond, Virginia
IT Service Desk Analyst
Tuesday, September 27, 2016
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