Service Desk Analyst
*This is an onsite position during the training phase then will become fully remote
Description:
- This position will provide IT phone and email support for the client including Commonwealth employees in 3 agencies and 2 boards and the public using the clients’ websites.
- Training will occur in a client or OA facility in Harrisburg.
Responsibilities:
- Provides technical assistance support and advice to end users for hardware software and systems.
- Ensure quality standards and SLAs are followed.
- Serves as a contact for level 1 support for users having problems using computer software hardware and operating systems and escalates as necessary.
- Coordinates with co-workers to research problems and find solutions.
- Coordinates with user to participate in diagnostic procedures or by listening to and following instructions.
- Track every call or email in the IT ticketing system currently ServiceNow.
- Monitor call center software for incoming calls and answer promptly.
- Suggest update to the user-training manuals KBs and procedures.
Required Skills/Knowledge/Experience:
- Tier 1 Help Desk Experience, Required 3 Years
- Able to work in a team environment., Required
- Experience with ServiceNow or similar ticketing system., Highly desired
Proper email communication will only be done to and from @astyra.com email addresses. Please ensure you are communicating with approved Astyra recruiters by checking this point when receiving offers and messages from us. Please ensure you are communicating within these guidelines and proper channels for the quickest possible interview consideration!
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