Service Desk Analyst

Job Description

Insight Global is seeking a ServiceDesk Analyst to join a higher education client in Pittsburgh. Responsible for gathering information through various interactions, logging interactions in the ticket system, and provide first level support for all college users. Escalates unresolved requests.

Other responsibilities include –

• Receives ServiceDesk requests via voice, email, chat, voice mail, and self-service.
• Utilizes enterprise level tracking software to create, assign and monitor ServiceDesk tickets, service requests and major incidents according to established standards.
• Provides technical assistance and instruction to students, faculty, administrators and staff for college business related software and academic related software.
• Participate in regular reviews of tickets and service requests to assure quality standards. Assist in the creation and maintenance of ServiceDesk standard procedures, subject protocols, and knowledge base for customers and ITS staff
• Create documentation to increase knowledge sharing and document issues/ solutions in a complete, concise manner for use in knowledgebase system.

Skills and Requirements

• 1+ years’ experience in an IT related field o Customer facing IT (Geeksquad)

• 2+ years of customer service experience

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal employment opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment without regard to race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request to [email protected].