Sign up with

Already have an account? Log in here

Need some help?
Talk to us at +91 7670800001

GCC Service Desk Analyst I at Telsource Corporation

Strongsville, Ohio, United States -

Full Time

Start Date

Immediate

Expiry Date

19 Mar, 26

Salary

0.0

Posted On

19 Dec, 25

Experience

0 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Focused, Multitasking, ITIL Understanding, Basic Troubleshooting, WAN/LAN Knowledge, Router Knowledge, Switch Knowledge, Server Knowledge, Desktop Hardware Knowledge, Telco Circuits Knowledge

Industry

IT Services and IT Consulting

Description

Job Description Service Desk Analyst I – 2nd shift 3:00 PM – 11:30 PM Tues – Sat The Service Desk Analyst I provides a single point of contact to the organization for information technology related problems. Assist business customers with telephone, email or trouble ticket enquiries to resolve or escalate IT systems issues and problems. Provide support and incident management and client communications for IT systems faults and service request. Preferrable of 1-2 years’ experience Complete all mandatory Information Security & Compliance training Functions: * First Level support for any information technology issue and problem following set processes and procedures * Provide assistance by phone, email and/or using a ticketing management system * Respond to alerts in a monitoring or management tool * Incident que management * Documentation for updates on internal knowledge base resolution and details * End user password updates * Manage critical incidents, escalations, and determine incident scope and impact * Update tickets timely * Maintain status reports * Liaison between customer and technical teams Applicants should have * Preferred Associate’s degree or equivalent work experience * Knowledge of WAN/LAN environments * Basic knowledge of routers, switches, servers, Telco circuits such as T1, T3, DS1, DS3, etc. * Knowledge of servers, desktop hardware, and software and can perform basic troubleshooting * Ability to understand ITIL to thoroughly understand business processes and discern system issues from process issues * Understanding of ITIL Processes and Procedures * Customer-focused * Ability to multitask Tuesday - Saturday (3 PM- 11:30 PM)

Responsibilities

The Service Desk Analyst I provides first-level support for IT-related issues and assists business customers through various communication channels. They manage incidents, document resolutions, and liaise between customers and technical teams.