Service Desk Analyst - Aurora, CO

Company: Kelly Services
Location: Watkins
Posted on: April 9, 2021

Job Description:

Service Desk AnalystLocationAurora, CO 80011Work SpecificationsService Desk AnalystContract Info --- 6+ month contract, possible to convertThe IT Service Desk Analyst will provide first line technical support to geographically dispersed internal staff. The successful candidate will hit the ground running; requiring an aptitude for working with applications/systems to undertake analysis, diagnosis and resolution of staff problems, which may range from straightforward to more complicated technical issues.Responsibilities: --- Receiving, logging and managing calls from internal staff via telephone and email--- Escalating calls by creating tickets to escalate calls to tier 2 support.--- Maintaining an Asset Database and track changes--- Basic troubleshooting of IT related problems from in-house software to hardware, such as mobile, Laptops, PCs and Printers--- Escalate unresolved calls to the infrastructure support team--- Log all calls in the Service Desk Call Logging system (SCSM)--- Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner--- To maintain a high degree of customer service for all support queries and adhere to all service management principles--- Provide basic in-house training in MS Office applications used within the Association (Word, Excel, Outlook, PowerPoint)--- Basic Active Directory knowledge. Creating user accounts, reset passwords, create groups etc.--- To arrange for external technical support where problems cannot be resolved in houseQualifications: --- Must be well-versed supporting Office365 environment.--- Excellent communication skills and telephone manner.--- Excellent organizational skills--- 2 years previous IT Service Desk and/or Call Centre experience required--- Incident Management experience - Managing incidents including business expectations and communication--- Basic User & Security Group Active Directory administration--- Strong knowledge of Microsoft based operating systems with emphasis on Windows 7 and Office 2007--- Experience with using and troubleshooting Outlook 2007 within a network environment (permissions, calendar sharing, and delegation)--- You will be a self-motivated achiever who gains satisfaction from providing excellent customer service--Estimated Start Date: 3/29/2021Projected End Date: 10/1/2021Work Week: Mon; Tue; Wed; Thu; Fri----Why Kelly--?By partnering with Kelly IT, you'll have direct connections to top companies around the globe-giving you the chance to put your tech skills to work on some of today's most intriguing, innovative, and high-visibility projects. In a world where change is the only constant, our unparalleled connections and IT market expertise help you take your skills exactly where you want to go. We're here to help you gain experience, keep learning, and move your career forward.About Kelly--At Kelly, we're always thinking about what's next and advising job seekers on new ways of working to reach their full potential. In fact, we're a leading advocate for temporary/non-traditional workstyles, because we believe they allow flexibility and tremendous growth opportunities that enable a better way to work and live. Connecting great people with great companies is what we do best, and our employment opportunities span a wide variety of workstyles, skill levels, and industries around the world.Kelly is an equal opportunity employer committed to employing a diverse workforce and providing accommodations for people with disabilities in all parts of the hiring process as required under its Employment Accommodation Policy. Kelly will work with applicants to meet accommodation needs that are made known to Kelly in advance.]]

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