INSPYR Solutions
Title:
Service Desk Analyst Location:
(Daily work will be remote BUT applicant must be located within driving distance of East Rutherford, New Jersey to be able to go on-site as needed)Duration:
(Ongoing Contract)The Service Desk Agent is an entry-level position providing first-level IT support for service requests and incident resolution.
This position is in a 24 x 7x 365 environments, working various day and/or evening shifts and provides onsite business support by answering or making outbound customer calls, monitoring operational dashboards and group email inbox to create, resolve and/or escalate operational incidents and service requests.
Familiarization or use of established Incident Management Process and Procedures must be adhered to when classifying, prioritizing, and escalating incidents.
Level 1 support.
Email handling.
Ensure timely review and action of email in the Service desk mailboxes.
Familiarity with outlook and the ability to organize and process a large volume of email.
Phone call handling.
Phone login and logout compliance when on shift.
Login and be available to take calls at the start of the shift.
Utilize the appropriate phone codes when not actively taking customer calls.
Ensure when shift over, logged out of phone.
Demonstrate professional conversation during customer calls.
Operation Bridge Manager (OBM) monitoring.
Adhere to documented instructions within the alert.
Create incident ticket and assign to the appropriate group.
Escalation for alert handling and high priority incidents.
Utilize Everbridge for handling escalation procedures.
Invoke the appropriate Everbridge template for escalation.
Ensure escalation actions are documented in incident tickets.
Incident ticket (create, update) & manage lifecycle of incident prioritization.
Data integrity of incident record (categorization tab, resolution details, assignment, etc.
)Proactive contacts for incidents about to breach Service Level Agreements (SLA).
Incident restoral and closure.
Quality review of all incidents.
Create and distribute required daily reports.
Adhere to and execute using Standardized work instructions located in the baseline library & Service Desk SharePoint.
If updates or changes are identified for standardized work, ensure to communicate to a Service desk Team Leader for action.
Remote work - Utilized all the documented procedures when working from home.
Avaya soft phone procedures.
Establishing bridge line/Microsoft TEAMS.
Transferring calls to bridge lines.
OBM monitoring.
Elevated system access request handling.
Password resets/unlock account - Ensure a service Request ticket is initiated for all of these requests.
Onsite support for remote personnel (if geographically near Dallas, TX or East Rutherford, NJ).
Vendor/Law enforcement unit (LEU) escorts.
Tape management/backup responsibilities.
Shipping/receiving.
Data center walk through.
Safe Access.
Assist facilities with hardware removal and installation as needed.
Knowledge and Skills Required:
At least 1-3 years of prior Service Desk experience working with incident ticketing system and event management.
Proficient with MS Office:
Word, Excel, Outlook, PowerPoint Critical thinking skills Professional communication skills both written and verbal.
ITIL Foundation Certification preferrable, but not required.
Our benefits package includes:
Comprehensive medical benefitsCompetitive pay, 401(k)Retirement planand much more!About INSPYR Solutions:
As a leading information technology partner, we connect top IT talent with our clients to provide innovative business solutions through our IT Staffing, Professional Services, and Infrastructure Solutions divisions.
We understand and value the unique needs of highly-skilled information technology professionals in the industry and always strive to stay above the curve.
Our company was founded on the following core values:
Be the Best, Understand the Urgency, Never Ever Give Up, Have the Courage to Excel, and Make a Contribution.
We take pride in our business model and strive to create a positive workplace environment through an exemplary culture.
INSPYR Solutions provides Equal Employment Opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics.
In addition to federal law requirements, INSPYR complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities.
About the Company:
INSPYR SolutionsIndustry:
Computer/IT Services.
Estimated Salary: $20 to $28 per hour based on qualifications.
Service Desk Analyst Location:
(Daily work will be remote BUT applicant must be located within driving distance of East Rutherford, New Jersey to be able to go on-site as needed)Duration:
(Ongoing Contract)The Service Desk Agent is an entry-level position providing first-level IT support for service requests and incident resolution.
This position is in a 24 x 7x 365 environments, working various day and/or evening shifts and provides onsite business support by answering or making outbound customer calls, monitoring operational dashboards and group email inbox to create, resolve and/or escalate operational incidents and service requests.
Familiarization or use of established Incident Management Process and Procedures must be adhered to when classifying, prioritizing, and escalating incidents.
Level 1 support.
Email handling.
Ensure timely review and action of email in the Service desk mailboxes.
Familiarity with outlook and the ability to organize and process a large volume of email.
Phone call handling.
Phone login and logout compliance when on shift.
Login and be available to take calls at the start of the shift.
Utilize the appropriate phone codes when not actively taking customer calls.
Ensure when shift over, logged out of phone.
Demonstrate professional conversation during customer calls.
Operation Bridge Manager (OBM) monitoring.
Adhere to documented instructions within the alert.
Create incident ticket and assign to the appropriate group.
Escalation for alert handling and high priority incidents.
Utilize Everbridge for handling escalation procedures.
Invoke the appropriate Everbridge template for escalation.
Ensure escalation actions are documented in incident tickets.
Incident ticket (create, update) & manage lifecycle of incident prioritization.
Data integrity of incident record (categorization tab, resolution details, assignment, etc.
)Proactive contacts for incidents about to breach Service Level Agreements (SLA).
Incident restoral and closure.
Quality review of all incidents.
Create and distribute required daily reports.
Adhere to and execute using Standardized work instructions located in the baseline library & Service Desk SharePoint.
If updates or changes are identified for standardized work, ensure to communicate to a Service desk Team Leader for action.
Remote work - Utilized all the documented procedures when working from home.
Avaya soft phone procedures.
Establishing bridge line/Microsoft TEAMS.
Transferring calls to bridge lines.
OBM monitoring.
Elevated system access request handling.
Password resets/unlock account - Ensure a service Request ticket is initiated for all of these requests.
Onsite support for remote personnel (if geographically near Dallas, TX or East Rutherford, NJ).
Vendor/Law enforcement unit (LEU) escorts.
Tape management/backup responsibilities.
Shipping/receiving.
Data center walk through.
Safe Access.
Assist facilities with hardware removal and installation as needed.
Knowledge and Skills Required:
At least 1-3 years of prior Service Desk experience working with incident ticketing system and event management.
Proficient with MS Office:
Word, Excel, Outlook, PowerPoint Critical thinking skills Professional communication skills both written and verbal.
ITIL Foundation Certification preferrable, but not required.
Our benefits package includes:
Comprehensive medical benefitsCompetitive pay, 401(k)Retirement planand much more!About INSPYR Solutions:
As a leading information technology partner, we connect top IT talent with our clients to provide innovative business solutions through our IT Staffing, Professional Services, and Infrastructure Solutions divisions.
We understand and value the unique needs of highly-skilled information technology professionals in the industry and always strive to stay above the curve.
Our company was founded on the following core values:
Be the Best, Understand the Urgency, Never Ever Give Up, Have the Courage to Excel, and Make a Contribution.
We take pride in our business model and strive to create a positive workplace environment through an exemplary culture.
INSPYR Solutions provides Equal Employment Opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics.
In addition to federal law requirements, INSPYR complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities.
About the Company:
INSPYR SolutionsIndustry:
Computer/IT Services.
Estimated Salary: $20 to $28 per hour based on qualifications.
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