Service Desk Analyst - Remote

job summary

100% Remote Position

Job Duties - 100% phone support Service Desk supports internal Client employees and contractors. This team also supports Client subsidiaries and vendor partners. The Service Desk receives requests for service through phone (call center), live chat, and web (online) tickets. The desk is staffed 24x7x365 including holidays. The help desk is very process driven with excellent documentation for incident resolution. Shift opening will vary as needed.

location: Telecommute

job type: Solutions

salary: $18 - 19 per hour

work hours: 8am to 5pm

education: No Degree Required

responsibilities

#L1-CC1

Job Duties - 100% phone support Service Desk supports internal Client employees and contractors. This team also supports Client subsidiaries and vendor partners. The Service Desk receives requests for service through phone (call center), live chat, and web (online) tickets. The desk is staffed 24x7x365 including holidays. The help desk is very process driven with excellent documentation for incident resolution. Shift opening will vary as needed.

Job Requirements - Agent Responsibilities:

-Respond to all incoming contacts (phone/email/online).

-Document incident/request specifics in the Incident Management System.

-Triage/troubleshoot/diagnose/resolve incidents through use of experience, available documentation and tools.

-Document all relevant data on issue unable to resolve (including incident specifics and any actions taken to attempt to resolve) and escalate to appropriate Service Desk or support team.

-Triage outage assessed as being critical/high priority and follow procedures to escalate the incident to the Critical Response Team.

-Communicate any current outage/critical incident status to callers and, if new information/symptoms reported, communicate to the tactical response unit to update team on technical bridge.

-Participate in continuous process improvement activities, making recommendations whenever possible.

Job Requirements - Reliable, adaptable, technical person with soft skills

Desired Skills & Experience - Helpdesk, Softskills, VPN, VMWare, would like to have at least one year experience supporting a technical service desk or applicable college internship.

qualifications

Open Shifts: 6AM-2:30PM CST Shift; 8AM-4:30PM CST Shift; 7:30AM-4PM CST.

Helpdesk, Softskills, VPN, VMWare, would like to have at least one year experience supporting a technical service desk or applicable college internship.

Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.

At Randstad Digital, we welcome people of all abilities and want to ensure that our hiring and interview process meets the needs of all applicants. If you require a reasonable accommodation to make your application or interview experience a great one, please contact HRsupport@randstadusa.com.

Pay offered to a successful candidate will be based on several factors including the candidate's education, work experience, work location, specific job duties, certifications, etc. In addition, Randstad Digital offers a comprehensive benefits package, including: medical, prescription, dental, vision, AD&D, and life insurance offerings, short-term disability, and a 401K plan (all benefits are based on eligibility).

This posting is open for thirty (30) days.

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.