IT Service Desk Analyst

STRATEGIC STAFFING SOLUTIONS (S3) HAS AN OPENING!

IT Service Desk Analyst
Detroit, MI – Onsite downtown
12+ Months with opportunity to extend
W2 contract role
Pay Rate: $22-$23/HR

Role Summary
Service Desk Analyst

• Provide first-level contact and incident resolution for all users with all issues.
• Uses advanced troubleshooting skills.
• Review knowledgebase articles ensuring accuracy of content.
• Provide accurate and timely logging of incidents and resolution.
• Meet or exceed performance goals.
• Escalate problems as appropriate following Service Desk procedures.
• Approve escalation requests via chat to ensure FCR metric goals are met.
• VIP Call Handling.
• Mentoring of new and developing agents.
• Provide next level troubleshooting/guidance to team.
• Deskside support/Concierge service.
• Review knowledgebase articles ensuring accuracy of content.
• Provide first-level contact and incident resolution for all users.
• Provide accurate and timely logging of incidents and resolution.
• Escalate problems as appropriate following Service Desk procedures.

*Beware of scams. S3 never asks for money during its onboarding process