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Service Desk Analyst

Racine, WI · Information Technology
Position: Service Desk Analyst 
Location: Racine, WI
Duration: Long Term

The Service Desk Analyst is a temporary/contracted position intended to be a supplemental resource for the Information Technology team. This principal role of this position is to work within the Infrastructure and Operations group as an L1 support resource helping employees and contractors. Additionally, this position will review and enhance process documentation and work instructions with the goal of enhancing overall Service Desk posture. This Racine, WI based position is not suitable for remote working and has minimal travel requirements.
KEY RESPONSIBILITIES:
  • Receive requests from End Users via email, instant message, or telephone.
  • Classify, process, assign and document requests in Help Desk system.
  • Resolve user requests using documented solutions.
  • Assign Help Desk tickets to the appropriate resource.
  • Where warranted, create, or update existing documentation to accurately reflect steps necessary to deliver required, expected outcomes.
  • Identify deficiencies and recommend enhancements to Service Catalog.

REQUIRED QUALIFICATIONS:
  • Customer service-oriented individual with solid communication skills and a pronounced focus on solving end-user issues.
  • Proficiency using Windows 10 PCs and the Microsoft 365 suite of products.
  • Understanding of IT concepts necessary to comprehend and action user requests.
ABILITY TO:
  • Learn and use Help Desk software solution (Cherwell Service Management 10.1.4).
  • Follow documented processes and work instructions to resolve end user requests.
  • Create documentation that will allow other IT support resources to successfully deliver the required, expected outcomes for standard requests.

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