IT Service Desk Analyst - Hybrid

Company: Kforce Technology
Location: Richardson
Posted on: September 18, 2023

Job Description:

Kforce has a client in Richardson, TX that is seeking an IT Service Desk Analyst for a hybrid role. This position will work Monday - Friday from 1pm - 9:30pm CST - working about 50% of the time in the Richardson office.

Summary:
In this role, the IT Service Desk Analyst will join a team to provide 5-star customer service and to support to our internal customers across the country while proactively addressing issues and queries, ensuring 100% internal customer satisfaction every time. The IT Service Desk Analyst serves a fundamental role in driving and maintaining successful first-time resolutions and acts as an advocate to all internal customers. They will be responding to and resolving customer issues, problems, and queries relating to IT systems used throughout the organization, and taking receipt of service desk support requests (primarily telephone but also email, written and in person) and logging them, either for first-time resolution by the Service Desk Analyst or for escalation to other specialized areas of the IT Department.

Responsibilities:

• Acts as a single point of contact for all phone and email queries from internal customers
  
• Troubleshoots basic software and hardware issues via phone and resolves upon first contact, when possible
  
• Fully documents all cases in the service desk tool and escalates to appropriate resolver groups
  
• Monitors the progress of requests for support and ensures that customers and other interested parties are kept informed
  
• Escalates unresolved tickets to the appropriate resolver groups
  
• Performs basic support functions such as password resets, unlocking accounts and AD group changes
  
• Provides "how to" assistance on all internally supported devices, applications and systems
  
• Escalates issues to appropriate second- and third-level subject-matter experts in accordance to service-level agreements, and follows up on incidents when appropriate
  

Keywords: Kforce Technology, Richardson , IT Service Desk Analyst - Hybrid, Professions , Richardson, Texas