Coretek Services
Information Technology and Services
SeniorServiceDeskAnalyst
“Senior ServiceDesk Analyst at Coretek Services. Skills: Service Desk support, technical support, IT incidents. Provide 2nd line Service Desk support. Resolve basic virtual client issues”
What You'll Achieve.
ensuring the efficient operation of IT services; resolving escalated incidents; improving Service Desk processes; providing exceptional customer service; ensure the issues are closed within the agreed Operation Level Agreement
Industry & Context.
troubleshoot; analyze; resolve customer concerns
May require shift work, including nights, weekends and holidays
What They're Looking For.
Must Have
3-4 years working at a Service Desk, Advanced understanding of Windows, Advanced understanding of MAC, Proficient knowledge of Active Directory tools, Basic knowledge of networking frameworks, Network+, A+, or Security+, ITIL v4 Foundations certification, Knowledge of Multi-Factor Authentication tools, Knowledge of VPN and remote connection technologies, Knowledge and support experience with user endpoints, Ability to troubleshoot, Ability to analyze, Ability to resolve customer concerns, listening communication skills, verbal communication skills, interpersonal communication skills, A sense of urgency, Ability to multi-task effectively, attention to details, Demonstrated organizational skills, Demonstrated communication skills, Demonstrated time management skills, ability to work independently
Nice to Have
MS900 or AZ900 certifications, ServiceNow experience
What You'll Do.
Provide 2nd line Service Desk support
Resolve basic virtual client issues
Resolve PC hardware and software errors
Resolve Desktop client hardware issues
Resolve Microsoft Azure incidents
Research technical Incidents
Resolve technical Incidents
Respond to technical Incidents
Act as escalation point
Execute first attempt to resolve
Perform administration of endpoints
Track incident progress
Track request progress
Communicate call status
Contribute to Knowledge Base
Assist with cross training
How You'll Work.
Team & Collaboration
Act as an escalation point for technical problems from junior analysts; Assist with cross training of Service Desk team members
Communication Scope
listening; verbal; written; interpersonal communication skills; Communicate, internally and externally, the status of the call directly with the client
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