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Job title: IT Call Center Analyst
Company: Randstad
Job description: job summary:
We’re looking for an enthusiastic and hardworking IT Call Center Analyst to join a remote Service Desk Team. We’re looking for someone that has as a deep understanding of technical applications, products and services along with the ability to translate complex information that is easily understood by the target audience.
location: New York, New York
job type: Contract
salary: $15 – 20 per hour
work hours: 8am to 4pm
education: Bachelors
responsibilities:
- Provide IT Service Desk support across company
- Single point of user resolution for all desktop technology devices including desktops, laptops, tablets, mobile devices, printing, wireless networking, audio/visual equipment, etc.
- Respond to user requests via phone, email, SN self-service and Teams
- Use ServiceNow IT Service Management to create and manage incidents and requests through the complete ticket life cycle to agreed service standards and service levels.
- Perform trouble call resolution, diagnosis of complex problems, advanced problem resolution, user support follow-up, and interaction with other IT employees, co-workers, and outside vendors.
- Research required information using available resources
- Provision and administer user accounts, distribution groups, and security groups in Active Directory.
- Rotate shifts/work alternative hours when needed to support 24×7 production environment.
- Escalate to operations, solutions, infrastructure engineering, or other appropriate resolver team when assistance is needed.
- Process equipment and software requests and record asset information.
- Hardware/ software lifecycle management.
- Provide white glove support for identified VIPs
- Assist with regression testing of supported software through OS patches and application upgrades.
- Push and install workstation and third-party patches.
- Contribute to the creation and/or enhancement of knowledge articles
qualifications:
- Experience level: Experienced
- Minimum 2 years of experience
- Education: Bachelors
skills:
- ServiceNow
- Desktop Support
Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.
Expected salary: $15 – 20 per hour
Location: New York City, NY
Job date: Thu, 26 Aug 2021 04:42:55 GMT
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