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Senior Service Desk Technical Support Analyst
Ref No.: 18-12735
Location: Louisville, Kentucky
Senior Service Desk Technical Support Analyst
Louisville, KY
2+ Months

Office is open from 6:30 AM – 9:00 PM
Shifts will be 9:00-6:00, or 12:00-9:00 for temps

Job Description: Level 1 service desk analyst role
Level one trouble shooting
Microsoft Office Suite
Customer service oriented
Call center experience
Accustomed to call center metrics
Will be taking 40-50 calls a day
VPN troubleshooting
Active directory understanding
Must be reliable – show up on time and every day
Two-week training
2+ years of experience preferred

This position is for a developing professional individual contributor in Information Technology, who works under moderate supervision. Operates in a specified Senior Analyst role, within the Global Service Desk. Supports end users, diagnose report and resolve application problems.

• Job Description
Provides Service Desk Support by; supporting users in diagnosing, reporting and resolving or correcting hardware/software problems.
Installs, maintains and troubleshoots hardware/software according to company standards; reconfigures existing systems and/or performs system upgrade s as required.
Logs all issues with appropriate documentation as requested by Level II and III support teams.
Routes calls to appropriate support teams as per described troubleshooting steps.
Monitors and escalates issues until resolution, closure or the appropriate group has accepted.
Operates in a specified role within Global Service Desk (Training, Knowledge Base, Deskside, Process, Ticket reviews, Team Leader cover).
Participates in projects as assigned.