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Service Desk Analyst

Company: CCS Globaltech
Location: Atlanta
Posted on: August 3, 2020

Job Description:

CCS Global Tech is a rapidly growing Information Technology company with a diverse portfolio of technology products and services and a large network of industry partnerships. With over 22 years of being a successful business with a global talent pool and presence, CCS is a certified Microsoft Gold Partner and specializes in delivering expert Microsoft based solutions for technical and business needs. We have been recognized by Inc. 500 Magazine as one of the fastest growing small companies in the Unites States. we are a Tier 1 vendor for the City and County of San Francisco for Cloud Services, Staffing Services and Training Services. For this multi-year opportunity with a diverse set of needs to address, we are currently focusing on establishing partnerships with individuals as well as companies who can help us enhance our overall service portfolio, cut lead times, and ultimately help us deliver successfully. We currently hold sizable Government accounts in the San Francisco bay area including City and County of San Francisco, San Mateo County, and Santa Clara County. We take great pride in our global reach and local influence. Your experience alongside our highly skilled and talented internal team who guide you along the way, offers key insights into what helps you stand out in a competitive job market. If you are a partner company, please submit resumes with contact information of your own W2 Consultants only. Submitted consultants are expected to have excellent communication skills. JOB DESCRIPTION Position Service Desk Analyst Location Atlanta, GA Duration 12+ Months Purpose The Client (Goverment Agency) is seeking the services of a Service Desk Analyst to provide direct first-line level 1 service desk support to Client locations. Summary The Service Desk Analyst will work with a team of other service desk analysts, under the general supervision of a Service Desk Team Lead and the IT Service Operations Manager, who is responsible overall for the Service Desk operations. Depending on the proficiency and level of expertise, the Service Desk Analyst may be selected to be part of the level 2 support (within the service desk) to provide expert support to other Analysts for critical issues or applications. Scope of WorkKey Responsibilities Monitor telephone system and take calls from users Log all reported incidents, Fulfillment Requests (Service Requests) and attempt to resolve issues at 1st contact in accordance with established SLA's Escalate incidents to level 2 or level 3 support according to established processes and procedures Track and follow-up on incidents escalated to technical teams to ensure issues are resolved promptly and closed Remotely connect to user computers and assist with resolving issues as necessary. Perform proactive support activities including but not limited to o Ensuring that antivirus software installed on all machines and scans are completed routinely. o Update user and asset information in database (as necessary) Provide support for IT projects (as needed) Follow established processes and procedures. Report to IT any suggestions that will improve process or make support easier or more efficient Maintain exceptional customer service posture at ALL TIMES Document work performed (and steps to resolve issues) at all times within ticketing system for audit or knowledgebase purposes Record and submit checklists or other documentation as required Skills and Qualifications 3+ years' work experience (minimum) 5+ years preferred Strong customer service skills Prior experience with service desk support is a MUST Proficient in understanding of network, wireless support Preferred Qualifications HDICSR certification (or similar) preferred Prior experience working as a desk side support analyst is a plus A+ Certification is a plus Knowledge of best practice security standards and techniques is a plus Microsoft Windows certification is a plus ITIL experiencecertification is a plus EducationTraining Minimum of Associate degree (Preferred) 3+ years' experience in Service Desk support. Equivalent combination of education and experience will be considered.SDL2017

Keywords: CCS Globaltech, Atlanta , Service Desk Analyst, Professions , Atlanta, Georgia

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