CAREER PORTAL

Service Desk Analyst

Service Desk Analyst
6 month contract to hire
Downtown Dallas (onsite)


We are seeking Service Desk Analyst to provide on-site support and remote assistance to end users for basic incident resolution and requests reported to the IT Service Desk. Responsibilities include initial assessment, triage, research, and resolution of basic incidents and requests regarding the use of approved software products and computer equipment. The Service Desk Analyst is responsible for collecting information through a customer conversation, accessing support tools, and additional support staff if needed. Problems beyond the scope of their ability or responsibility are resolved by engaging in a timely manner other service resources as needed.

Responsibilities:

• Provides in-person, telephone, email, and remote support for internal company technology users.
• Address and resolve basic incidents and requests; logs all incidents and requests in FreshService, engages service desk resources or appropriate service resources to resolve incidents that are beyond the scope of their ability or responsibility.
• Creates a positive customer support experience, ensuring timely resolution or escalation, handling customers with a professional attitude.
• Provide technical support for hardware and software issues, including Windows desktop OS, printers and other related IT Systems.
• Manage account lifecycle tasks such as user setup, deprovisioning, access controls, and password resets.
• Analyzes and resolves incidents and requests regarding use of application software or hardware. Logs and tracks incidents and requests from identification through resolution. Documents resolutions and updates the customer facing and IT staff knowledge bases.
• Grows general knowledge of current corporate and division products increasing ability to resolve requests on first contact.
• Basic desktop support tasks such as imaging computers, prepping and shipping equipment, assisting with onboarding, etc.
• Be available for on-call support or work outside regular business hours as needed.

Talent Requirements:

• High school diploma or equivalent.

• Ability to learn customer support processes and techniques.
• Strong analytical skills.
• Ability to solve problems.
• Competency with Microsoft Windows 11, Microsoft O365 suite, Active Directory, Entra, Intune.
• Ability to communicate with all levels of management and company personnel.
• Two (2) + years of Service Desk or customer service experience in a large user environment.
• General knowledge of network/LAN, file and print servers, printers.

 
Preferred:

• Ability to multi-task while engaging customers. Must be able to speak with customers and enter information into incident forms concurrently.
• Experience with ITSM tools (e.g. FreshService, BMC Remedy, ServiceNow).
• Competency in Remote Management Tools.
• Good communication and customer service skills.
• Any relevant IT certification (e.g., CompTIA A+, Microsoft Certifications, Microsoft Certified: Modern Desktop Administrator/Endpoint Administrator Associate).
• Strong problem-solving and troubleshooting abilities

 

Estimated Min Rate: $17.00
Estimated Max Rate: $18.00


What’s In It for You?
We welcome you to be a part of the largest and legendary global staffing companies to meet your career aspirations. Yoh’s network of client companies has been employing professionals like you for over 65 years in the U.S., UK and Canada. Join Yoh’s extensive talent community that will provide you with access to Yoh’s vast network of opportunities and gain access to this exclusive opportunity available to you. Benefit eligibility is in accordance with applicable laws and client requirements. Benefits include:

• Medical, Prescription, Dental & Vision Benefits (for employees working 20+ hours per week)
• Health Savings Account (HSA) (for employees working 20+ hours per week)
• Life & Disability Insurance (for employees working 20+ hours per week)
• MetLife Voluntary Benefits
• Employee Assistance Program (EAP)
• 401K Retirement Savings Plan
• Direct Deposit & weekly epayroll
• Referral Bonus Programs
• Certification and training opportunities

Note: Any pay ranges displayed are estimations. Actual pay is determined by an applicant's experience, technical expertise, and other qualifications as listed in the job description. All qualified applicants are welcome to apply.

Yoh, a Day & Zimmermann company, is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

Visit https://www.yoh.com/applicants-with-disabilities to contact us if you are an individual with a disability and require accommodation in the application process.

For California applicants, qualified applicants with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. All of the material job duties described in this posting are job duties for which a criminal history may have a direct, adverse, and negative relationship potentially resulting in the withdrawal of a conditional offer of employment.

By applying and submitting your resume, you authorize Yoh to review and reformat your resume to meet Yoh’s hiring clients’ preferences. To learn more about Yoh’s privacy practices, please see our Candidate Privacy Notice:  https://www.yoh.com/privacy-notice