Job Information
TEKsystems Service Desk Analyst in Halethorpe, Maryland
Description:
Daily responsibilities include logging, tracking and resolving an average of 40 to 50 customer interactions in a fast paced environment daily. Specific responsibilities include acting as the customer advocate for problem resolution, demonstrating intermediate-advanced trouble-shooting skills, handling, diagnosing, and resolving end user calls in a single point of contact help desk environment, and providing assistance to other members of the team. An average call lasts approximately 6 minutes; first call resolution rate goal is 75%. The most common calls are listed below:
Microsoft Outlook
Microsoft Word
iManage (a DMS, Document Management System, used to save / search / retrieve / share documents across the network)
Citrix Workspace
Mobile Device
MS Word/Excel formatting and advanced usage is needed.
MS Outlook intermediate-advanced skills is needed
The ideal candidate will have exceptional customer service skills, having the skills to take ownership of challenging situations and provide a positive customer experience.
Opportunity to contribute to the team's continuous improvement goals through Knowledge Article creation, Ticket Template suggestions, Internal Process refinement, Cross-team collaboration and more.
Tuesday-Thursday in the office each week
Monday and Friday work from home
Work from home is allowed the entire week if a TEKsystems observed holiday falls during the week.
Top Skills Details:
ticketing system, Active Directory, Office 365, VPN, remote tools, Citrix, customer service, phone support
Additional Skills & Qualifications:
Phone/email handling, Team player, Continuous improvement, Major Incident/Outage support,
About TEKsystems:
We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.
The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.