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Service Desk Analyst
Ref No.: 17-03936
Location: Eden Prairie, Minnesota
Position Type:Contract to hire
Pay Rate : $ 36.00 - 38.00 /Hour
Service Desk Analyst
Eden Prairie, MN
3 month, Contract-to-Hire
***Multiple Openings***


Shift: Monday- Friday, 8am-5pm
(May be asked to cover alternative shifts when needed)

As a Service Desk
Analyst, you will join a fun, energetic, and hard-working team responsible for intaking issues from internal global employee base. We are a 24/7 Service Desk supporting a global environment. Our focus is on restoring service to the end users using their own skills, experience, and training provided by organization coupled with established processes and procedures.


Who we are looking for:
  • Creative technology enthusiast with a relentless problem-solving ability
  • Excellent interpersonal skills with positive, upbeat demeanor
  • Extensive customer service experience

Responsibilities:
  • Troubleshoot incoming Incidents from end users via phone and tickets created via a self-service portal
  • Troubleshoot and document incident details in ticketing tool (ServiceNow)
  • Strive to resolve 75% of incoming tickets without escalating to a 2nd or 3rd level team
  • Learn about IT systems and applications to understand how they interact with one another
  • Understand concepts related to networks, servers, PCs, databases, proprietary systems, etc.
  • Understand and utilize ITIL processes (Incident, Problem, Change, etc.)

Qualifications:
  • 1-3 years of IT Service Desk experience
  • Experienced with Active Directory
  • Experienced with Service-Now (preferred)
  • Excellent communication and customer service skills

Third Party Applications Not Accepted