Service Desk Analyst
Insight Global
Day-to-Day
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.
We are a company committed to creating inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity employer that believes everyone matters. Qualified candidates will receive consideration for employment opportunities without regard to race, religion, sex, age, marital status, national origin, sexual orientation, citizenship status, disability, 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 recruiting process, please send a request to Human Resources Request Form. The EEOC "Know Your Rights" Poster is available here.
To learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/ .
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.
We are a company committed to creating inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity employer that believes everyone matters. Qualified candidates will receive consideration for employment opportunities without regard to race, religion, sex, age, marital status, national origin, sexual orientation, citizenship status, disability, 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 recruiting process, please send a request to Human Resources Request Form. The EEOC "Know Your Rights" Poster is available here.
To learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/ .
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