Jobs via Dice
Overview
Dice is the leading career destination for tech experts at every stage of their careers. Our client, K-Tek Resourcing LLC, is seeking the following. Apply via Dice today!
Job Title:
IT Service Desk Analyst
Location:
Tampa, FL 33634 (Local candidates preferred)
Mode:
Contract (6+ Months) Onsite
Language requirements:
Proficient in English, Spanish and Portuguese
Job Description About Role:
The Service Desk Analyst L1 provides support for incident resolution and requests reported by employees. Responsibilities include initial assessment, research, and resolution of incidents and requests regarding use of applications, software, hardware, and infrastructure components. The Service Desk Analyst is responsible for collecting information through customer conversations, probing, accessing support tools, and coordinating with additional support teams when needed. Problems beyond the scope of their ability or responsibility are resolved by engaging other support teams in a timely manner.
Job Role and Responsibilities
Perform technical support to clients via telephone, chat, emails, or self-service tickets across all geographies.
Provide Level 1/L1.5 triage and resolutions such as password resets and account unlocks for reported incidents and requests, ensuring 100% compliance with internal policies and procedures.
Provide hardware and software support to users, including application support for: MS Office, Citrix, VPN, SCCM, Amazon Workspaces, etc.
Provide first-level resolution where possible, leveraging standard operating procedures or work instructions.
Perform customer callbacks as required.
Provide remote solutions to problems, explain solutions in terms understandable to non-technical users.
Build knowledge articles or flag the need for content when relevant knowledge articles are not available.
Take ownership of tickets/requests and communicate with customers regularly to ensure speedy resolution.
Hands-on experience with ServiceNow/SNOW/RemedyNow or any ITSM tool.
Meet service levels such as response and resolution times, ASA (Average Speed of Answer), AHT (Average Handling Time), and CSAT (Customer Satisfaction).
Provide resources to onshore and offshore new members.
Support to different Lines of Business (LOBs) during requirements gathering.
Basic understanding of DHCP, DNS, IP addressing, and subnetting; basic ability to fix Wireless LAN, Ethernet desktop configuration issues.
Knowledge of Mobile OS (iOS, iPadOS, Android).
Eligibility Criteria
Effective oral and written communication skills in all known languages.
1-5 years of work experience in IT Technical Support / Service Desk preferred.
Excellent knowledge and troubleshooting experience on Windows, iOS, and Android OS.
Experience with ServiceNow Ticketing System.
Open to a 24x7 work environment with rotational shifts and week-offs.
Bachelor’s Degree in Computer Science or a similar field; IT Diploma holders are also preferred.
Senioritiy level
Entry level
Employment type
Contract
Job function
Information Technology
Industries
Software Development
Referrals increase your chances of interviewing at Jobs via Dice by 2x
#J-18808-Ljbffr
Job Title:
IT Service Desk Analyst
Location:
Tampa, FL 33634 (Local candidates preferred)
Mode:
Contract (6+ Months) Onsite
Language requirements:
Proficient in English, Spanish and Portuguese
Job Description About Role:
The Service Desk Analyst L1 provides support for incident resolution and requests reported by employees. Responsibilities include initial assessment, research, and resolution of incidents and requests regarding use of applications, software, hardware, and infrastructure components. The Service Desk Analyst is responsible for collecting information through customer conversations, probing, accessing support tools, and coordinating with additional support teams when needed. Problems beyond the scope of their ability or responsibility are resolved by engaging other support teams in a timely manner.
Job Role and Responsibilities
Perform technical support to clients via telephone, chat, emails, or self-service tickets across all geographies.
Provide Level 1/L1.5 triage and resolutions such as password resets and account unlocks for reported incidents and requests, ensuring 100% compliance with internal policies and procedures.
Provide hardware and software support to users, including application support for: MS Office, Citrix, VPN, SCCM, Amazon Workspaces, etc.
Provide first-level resolution where possible, leveraging standard operating procedures or work instructions.
Perform customer callbacks as required.
Provide remote solutions to problems, explain solutions in terms understandable to non-technical users.
Build knowledge articles or flag the need for content when relevant knowledge articles are not available.
Take ownership of tickets/requests and communicate with customers regularly to ensure speedy resolution.
Hands-on experience with ServiceNow/SNOW/RemedyNow or any ITSM tool.
Meet service levels such as response and resolution times, ASA (Average Speed of Answer), AHT (Average Handling Time), and CSAT (Customer Satisfaction).
Provide resources to onshore and offshore new members.
Support to different Lines of Business (LOBs) during requirements gathering.
Basic understanding of DHCP, DNS, IP addressing, and subnetting; basic ability to fix Wireless LAN, Ethernet desktop configuration issues.
Knowledge of Mobile OS (iOS, iPadOS, Android).
Eligibility Criteria
Effective oral and written communication skills in all known languages.
1-5 years of work experience in IT Technical Support / Service Desk preferred.
Excellent knowledge and troubleshooting experience on Windows, iOS, and Android OS.
Experience with ServiceNow Ticketing System.
Open to a 24x7 work environment with rotational shifts and week-offs.
Bachelor’s Degree in Computer Science or a similar field; IT Diploma holders are also preferred.
Senioritiy level
Entry level
Employment type
Contract
Job function
Information Technology
Industries
Software Development
Referrals increase your chances of interviewing at Jobs via Dice by 2x
#J-18808-Ljbffr