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IT Service Desk Analyst


Spirit Airlines
Location: Miramar
Job type: Contract/Locum
Contact: No Name
Category: Analyst Jobs
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Requisition Number E16-0814
Post Date 11/11/2016
Title IT Service Desk Analyst (Excellent career growth opportunity with our IT Team!)
City Miramar
State FL
Description

Provide first line Level 1 support via phone, email and limited direct support to end-user community on hardware, software, telephone and network-related problems, questions, and use.

Responsibilities:

  • Provide problem resolution to users, walks the user through a series of steps to determine problem and classify level, priority and nature of problem.
  • Open, track and close trouble tickets as well as ensures problem ownership and promotes end-user satisfaction.
  • Respond to telephone calls, email and personal requests for technical support in a timely manner and have the ability to explain technical issues to non-technical individuals.
  • Provide clear and concise documentation of incidents/problems/troubleshooting steps/comments into an incident management system.
  • Identify and research issues.
  • Resolve Level 1 technical problems and escalate other issues to appropriate support team when necessary.
  • Create, track and close trouble tickets using assigned software and procedures.

Required skills/experience:

  • Minimum two (2) years of experience in helpdesk environment or any customer service related field. Phone support a plus.
  • Trained and/or certified in Microsoft Desktop Applications.
  • Expert knowledge of PC hardware & software.
  •  A+/ Network + Certification a plus.
  • Strong customer service focus and commitment, must have customer service background.
  • Ability to provide direct and phone support to end users on a variety of systems including the most recent Windows Operating System, printer and in house airline applications.
  • Proficiency with MS Office applications, with strong attention to detail.
  • Familiarity with incident management software such as Support Works, Heat, Remedy, HP Service Desk, etc is a plus.
  • Work experience in an environment that follows ITIL Best Practices.
  • Self-motivated and professional with excellent oral communication skills.
  • Demonstrates clear and concise writing skills.
  • Ability to work in a team environment or alone, under tight time constraints.
  • Regularly demonstrates initiative in supporting the customer outside of expected job assignments.
  • Willing and able to attend specialized training and/or travel on occasion.
  • Thorough, detail-oriented work habits with good follow-through and follow-up. Ability to meet aggressive deadlines and work with a professional level of customer service.
  • Ability to analyze challenging technical issues and develop new solutions in a timely and accurate manner.
  • Excellent telephone etiquette, data entry and people skills.
  • Must be adaptable to work in a 24x7 support environment.
  • Requires shift work and a high degree of flexibility as we require 24 hour coverage.  Must be able to cover all available shifts when needed.   Full time and part time positions available.
Requisition Number E16-0814
Post Date 11/11/2016
Title IT Service Desk Analyst (Excellent career growth opportunity with our IT Team!)
City Miramar
State FL
Description

Provide first line Level 1 support via phone, email and limited direct support to end-user community on hardware, software, telephone and network-related problems, questions, and use.

Responsibilities:

  • Provide problem resolution to users, walks the user through a series of steps to determine problem and classify level, priority and nature of problem.
  • Open, track and close trouble tickets as well as ensures problem ownership and promotes end-user satisfaction.
  • Respond to telephone calls, email and personal requests for technical support in a timely manner and have the ability to explain technical issues to non-technical individuals.
  • Provide clear and concise documentation of incidents/problems/troubleshooting steps/comments into an incident management system.
  • Identify and research issues.
  • Resolve Level 1 technical problems and escalate other issues to appropriate support team when necessary.
  • Create, track and close trouble tickets using assigned software and procedures.

Required skills/experience:

  • Minimum two (2) years of experience in helpdesk environment or any customer service related field. Phone support a plus.
  • Trained and/or certified in Microsoft Desktop Applications.
  • Expert knowledge of PC hardware & software.
  •  A+/ Network + Certification a plus.
  • Strong customer service focus and commitment, must have customer service background.
  • Ability to provide direct and phone support to end users on a variety of systems including the most recent Windows Operating System, printer and in house airline applications.
  • Proficiency with MS Office applications, with strong attention to detail.
  • Familiarity with incident management software such as Support Works, Heat, Remedy, HP Service Desk, etc is a plus.
  • Work experience in an environment that follows ITIL Best Practices.
  • Self-motivated and professional with excellent oral communication skills.
  • Demonstrates clear and concise writing skills.
  • Ability to work in a team environment or alone, under tight time constraints.
  • Regularly demonstrates initiative in supporting the customer outside of expected job assignments.
  • Willing and able to attend specialized training and/or travel on occasion.
  • Thorough, detail-oriented work habits with good follow-through and follow-up. Ability to meet aggressive deadlines and work with a professional level of customer service.
  • Ability to analyze challenging technical issues and develop new solutions in a timely and accurate manner.
  • Excellent telephone etiquette, data entry and people skills.
  • Must be adaptable to work in a 24x7 support environment.
  • Requires shift work and a high degree of flexibility as we require 24 hour coverage.  Must be able to cover all available shifts when needed.   Full time and part time positions available.

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