Title: Helpdesk Analyst
Location: Canonsburg, PA
Duration: 6+ Months CTH
DayToDay Responsbilities:
Incident Resolution
- Recognizes, documents, and addresses more complex and/or systemic problems and work with other technology support teams when required.
Service Request Fulfillment
- Proposes and evaluates new service offerings, advocating customer requirements and perspective and maintaining alignment with IT roadmap.
Asset Lifecycle Management
- Provides timely and accurate updates of asset management records as a result of incident resolution, service request fulfillment, physical inventory/audit and refresh activities including status, location, assignment and others.
- Recognizes, documents, resolves and escalates anomalies and inconsistencies between and within observed physical assets and recorded asset information.
Knowledge Management
- Solicits, collaborates on and authors, reviews and/or edits client facing knowledge content to enable self-service and lowest cost of service.
Specialized Support Services
- Provides specialized incident resolution and request fulfillment services having demanding performance standards such as after-hours support, executive support and other services as scheduled and/or assigned.
- Provides other required support services during peak demand periods and other high volume scenarios as necessary.
General Functions
- Applies and adheres to established company and location safety values, culture and work processes & procedures; actively participate in safety rituals.
- Performs other duties as assigned.
Must Have:
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Core responsibility is customer service, setting up machines, phones
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5+ years of experience as a helpdesk analyst - SCCM, Exchange, Outlook, Windows OS
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Support 300+ on site employees with helpdesk related issues (Phone support, printer/wifi support and connectivity (VPN), setting up new user accounts, etc)
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Mixed bag of hardware/software requirements
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No formal ticketing system, self-managed process - Need someone that understands change control, process control, etc,
NiceToHave:
If you are interested send your resumes at oshin.verma@collabera.com
