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