Job Description

job summary:
We are seeking a skilled and motivated Service Desk Analyst with experience in utilizing ServiceNow, and proficient troubleshooting skills. The successful candidate will play a pivotal role in providing excellent customer support, efficiently resolving technical issues, and contributing to the overall success of our IT service operations.

location: Grand Rapids, Michigan
job type: Contract
salary: $22 - 25 per hour
work hours: 8am to 5pm
education: Associates

responsibilities:

• ITSM

• Help Desk

• Support

• Troubleshooting

• Service Desk

Job Duties:

• Receive and log incoming incident reports from end-users via various communication channels.

• Prioritize incidents based on severity and impact, ensuring timely resolution and adherence to service level agreements (SLAs).

• Investigate, diagnose, and troubleshoot technical issues reported by end-users, aiming to provide accurate solutions or workarounds promptly.

• Utilize the ServiceNow platform to manage and track incidents throughout their lifecycle.

• Create and maintain detailed incident records, including accurate descriptions of reported problems, diagnostic steps taken, and resolutions applied.

• Collaborate with Tier 2 Support to escalate incidents when necessary, ensuring smooth handoffs and maintaining constant communication.

• Employ systematic troubleshooting methodologies to identify root causes of incidents and prevent recurring problems.

• Provide exceptional customer service by communicating clearly, professionally, and empathetically with end-users throughout the incident resolution process.

• Document incident details, troubleshooting steps, and resolutions accurately within the organization\'s knowledge base.

• Contribute to the continuous improvement of the knowledge base by suggesting updates and improvements based on evolving incident patterns.

• Generate regular and ad hoc reports on incident trends, response times, and resolution outcomes for management review.

Job Requirements:

• Experience: A minimum of 1 year of experience in a similar service desk or technical support role, with hands-on exposure to incident management and resolution.

• Experience using ITSM systems, ServiceNow preferred, for incident management and tracking.

• Solid troubleshooting skills to diagnose and resolve technical issues across various hardware and software environments.

• Exceptional interpersonal and communication skills, both written and verbal.

• Ability to explain technical concepts to non-technical users effectively.

• Customer-oriented mindset with a dedication to delivering high-quality support and solutions.

• Empathy and patience when dealing with end-users facing technical challenges.

• Demonstrated ability to collaborate within cross-functional IT teams for incident escalation and resolution.

• Analytical and problem-solving abilities to identify root causes and implement effective solutions.

qualifications:

• Experience level: Entry Level
• Minimum 1 year of experience

• Education: Associates

skills: * Helpdesk

Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.

At Randstad Digital, we welcome people of all abilities and want to ensure that our hiring and interview process meets the needs of all applicants. If you require a reasonable accommodation to make your application or interview experience a great one, please contact HRsupport@randstadusa.com.

Pay offered to a successful candidate will be based on several factors including the candidate\'s education, work experience, work location, specific job duties, certifications, etc. In addition, Randstad Digital offers a comprehensive benefits package, including health, an incentive and recognition program, and 401K contribution (all benefits are based on eligibility).

Randstad