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Service Desk Analyst (EL2) in Columbus, OH at Fast Switch - BHJOB13738_52038 GD

Company: Fast Switch
Location: Columbus
Posted on: June 15, 2019

Job Description:

Job Description

Job ID: 52038Service Desk Analyst. We have a contract need in Columbus, Ohio (potential for conversion to FTE) for a--Service Desk Analyst--who provides tiers one/two/three support for client team members to include: application, PC, laptop, peripherals, cellular phones, iPad and other telecommunications devices/supplies for all company subsidiaries. Under direct supervision, is responsible for troubleshooting application or device problems; determine if solution is known and publish resolutions or workarounds in ServiceNow Incident, Problem or Knowledge Management.

Essential Functions:

  • Provides superior customer service, accurately logging tickets, and effectively transitioning and escalating unresolved problems.
  • Escalate reports of chronic or unresolved problems to the appropriate team lead or manager.
  • Provides timely updates to internal teams as well as business/stakeholder communications on issues reported.
  • Responsible for maintaining a knowledge-based system of common reported problems and resolutions and may be requested to perform ancillary tasks such as: attendance to meetings, RFC notification emails, contributing to Knowledge Management, etc.
  • 75%--

    • Answers inbound phone calls and emails during an assigned shift in a 7x24x365 global Help Desk.--
    • Provides technical assistance and problem resolution for employees requesting help on computer or network related issues or questions in a courteous, professional, thorough and concise manner.--
    • Demonstrates a commitment to providing superior customer service.--
    • Adherence to time and metric's tracking is required.
    • Manages customer communications on scheduled and non-scheduled system maintenance, providing a communication hub between the business and Shared IT.
    • 10%:--Follows up on open tickets and confirms successful resolution with the client.
    • 5%:--Creates and maintains user accounts and access privileges for Active Directory (Windows 2000/XP) and application systems
    • 5%:--Maintains content within a knowledge-based computer system, through data entry of commonly reported problems, questions, and known resolutions and troubleshooting steps.------
    • 5%:--Assists on Help Desk related projects and activities as assigned by management.


      • Minimum 2 years information technology experience supporting inbound customer requests.--
      • Proficiency with Microsoft operating systems, Apple iOS, Microsoft Office, and Microsoft desktop applications.
      • Proficiency with Active Directory, Blackberry Enterprise (BES), Mobile Device Manager (MDM) and Microsoft Outlook/Exchange administration.--
      • Minimum 2 years' experience in a fast-paced help desk or customer service environment required.
      • In depth familiarity with various telecommunications devices and technology.
      • Excellent listening, questioning, and customer service skills.
      • Strong problem-solving and logical thinking skills, able to absorb and relate to new technical concepts quickly and build on knowledge learned.
      • Ability to maintain composure, tact and effectiveness under stressful conditions.
      • Ability to organize information, efficiently manage time and balance multiple priorities.
      • Strong verbal and written communication skills, particularly an ability to relay technical concepts to a business audience.

        To view all our open positions, please go to:



Keywords: Fast Switch, Columbus , Service Desk Analyst (EL2) in Columbus, OH at Fast Switch - BHJOB13738_52038 GD, Professions , Columbus, Ohio

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