Analyst Service Desk

Are you an Analyst Service Desk looking to join one of the top companies in the Energy and gas industry?

Are you looking to further your career and grow?

Do you have experience in Information Technology, Business, Engineering, or Network Operations?

If you answered yes to those three questions, then apply today!

Acara Solutions seeks highly qualified candidates to work onsite with our client in San Antonio, TX. Interested?

Here's what you'd do:

• A service desk analyst is an information technology (IT) professional who helps users resolve issues with computer hardware or software.
• They respond to user inquiries, assess problems and issues with information technology (IT) equipment and applications, and help resolve these issues for users.
• They also work closely with other information technology (IT) department personnel to assist with tasks that are outside the scope of their knowledge or expertise.
• EIT Service Desk provides remote first and second level continuous information technology (IT) support for all clients in a 24x7x365 multi-channel environment.
• Service Desk Employees are considered essential personnel and respond to their job responsibilities regardless of weather or disaster.
• Contractor may be needed to utilize their personal/company devices/services as needed for remote access.
• The primary duties of a service desk analyst are to handle incoming queries and requests from end users, either via email or over the phone.
• They take detailed notes of the problem the user is experiencing, determine steps they can take to resolve the issue, and manage the flow of incoming support requests.
• This involves asking questions to determine the full scope of the user's issue.
• Service desk analysts escalate user support requests to higher-level support teams and experts if they are unable to resolve the issue on their own.
• They provide supervisors or specialists with notes regarding the problem, steps they have already taken to resolve the issue, and their diagnosis of the user's problem.
• For particularly complex cases, the service desk analyst may receive the user's hardware so that information technology (IT) specialists can conduct analyses and determine how to fix the problem.
• Throughout the user support process, service desk analysts maintain detailed records of user issues with software and hardware.
• These notes can help diagnose and repair complex issues and provide information technology (IT) departments with data regarding recurring issues and problems reported by multiple users.
• By maintaining detailed records, the service desk analyst can also look at a user's history of software or hardware issues and make recommendations to prevent future problems.
• Provides a 'single point' of contact for all information technology (IT)-related needs
• Processes service requests via e-mail, online forms, telephone, chat, team member self-service, and walk-ins
• Documents, triage, and records all incidents or service requests.
• Document processes and procedures for the internal knowledge base and external knowledge base
• Keeping customers advised of the steps being taken to resolve their incident or service request
• Provide service excellence to customers while following the guidelines of the organization.
• Assist in the enforcement of corporate standards for the use of personal computers (PC), software, and information technology (IT) applications.
• Serves as a link between multiple support areas to coordinate problem and incident resolution.

Here's what you'll get:

Pay: $20.85/ hr.

Hours: 40 hrs/week.

Length: Temp (24 months).

Sounds like a good fit?

APPLY TODAY

About Acara Solutions

Acara is a premier recruiting and workforce solutions provider-we help companies compete for talent. With a legacy of experience in various industries worldwide, we partner with clients, listen to their needs, and deliver customized visionary talent solutions that drive the desired business outcomes. We leverage decades of experience to provide comprehensive staffing solutions, including contingent staffing, direct placement, executive search, and workforce services, worldwide.

• High School Diploma or GED.
• Minimum 2 years of experience in Information Technology, Business, Engineering, or Network Operations.
• Minimum 2 years of experience in a Customer Service-related area.

• Ability to obtain other Information Technology (IT) standard certifications, A+, Network+
• Ability to solve typical application issues and install software.
• Familiarity with operating protocols for desktops, laptops, and mobile devices.
• Ability to learn new technologies and assist with training end-users.
• Competencies.
• Technical skills.
• Customer Service.
• Communication skills.
• Problem-solving skills.
• Time management.
• Team collaboration.
• Problem-solving skills.

Additional Information:

• Upon offer of employment, the individual will be subject to a background check and a drug screen.
• In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the necessary employment eligibility verification form upon hire.
• Work Environment Industry office standard, however, at times, high stress.
• Ability to remain at the desk to process service requests for long periods of time, with/without a break.
• Ability to travel for training sessions and other business-related events.
• Use of personal computing equipment, telephone, multi-functioning printer, and any new technology offered.
• After-hours work is needed without much notice.
• Needs manual dexterity, sitting, standing, walking, stooping, kneeling, crouching, and crawling.
• Able to exert or lift to 20 pounds.