Evening Shift Service Desk Specialist

This person will be supporting the evening shift! That is from 2:30-10PM.

Insight Global is seeking a Service Desk Analyst to join their team onsite in Woodlawn, MD. They can be expected to complete the following responsibilities:

• Answer the CCaaS 800 Number support line to log issues and requests in ServiceNow IT Service Manager.
• Provide Tier 1 support of the CCaaS (AWS Connect) application to SSA customer agents.
• Follow defined CCaaS Standard Operating Procedures (SOPs) for Incident management, ticket documentation, escalation, notification, and resolution.
• Triage requests to ensure accurate transfers and escalation of customer requests or issues.
• Help build and develop continuous process improvement.
• All other duties as assigned or directed.

Compensation

$30/hr.

Exact compensation may vary based on several factors, including skills, experience, and education. Benefit packages for this role will start on the 1st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.