Strategic Staffing Solutions
Title: Service Desk Analyst
Location: Detroit, MI (Hybrid/3 days in office T, W, Th)
Duration: 12+ Months
Role Type: W2 contract engagement
Job Description
The Service Desk Analyst will serve as the first line of contact for IT-related issues during critical domestic hours. This role is responsible for providing prompt, first-contact resolution for password resets, basic application troubleshooting, and general IT inquiries while ensuring that tickets are accurately logged, categorized, and escalated when necessary. The ideal candidate is a proactive problem solver with excellent communication skills, capable of working within a dynamic, multi-tiered support environment alongside offshore colleagues.
Key Responsibilities
- First-Contact Resolution: Address password resets, basic application issues, and general IT inquiries quickly and effectively.
- Utilize the designated incident/request/problem ticketing system to log and categorize issues, ensuring accuracy and timeliness.
- Identify issues that require additional expertise and escalate tickets to L2 or L3 support teams per defined procedures.
- Consistently meet or exceed service level agreements (SLAs) and performance metrics such as average speed to answer and first-call resolution rates.
- Coordinate with offshore teams (based in Manila) to ensure seamless coverage, especially during peak or critical hours.
- Maintain detailed records of incidents and resolutions, and contribute to the continuous improvement of troubleshooting processes and knowledge base articles.
Qualifications
- High school diploma or equivalent; technical certifications (e.g., CompTIA A+) are a plus.
- 1–2 years of experience in IT support or a service desk environment preferred.
- Strong interpersonal and communication skills, with a customer-first attitude.
- Basic technical troubleshooting skills and familiarity with IT applications and service desk ticketing systems.
- Ability to work standard business hours (7:00 AM – 5:00 PM EST) and support critical escalation periods.
- Detail-oriented, with strong organizational skills and the ability to multitask in a fast-paced environment.
*Beware of scams. S3 never asks for money during its onboarding process
Job ID: JOB-240434
Publish Date: 28 Feb 2025