Service Desk Analyst: II (Intermediate)

Genesis10 is seeking a Service Desk Analyst II (Intermediate). This is a 6-month contract position located in Columbus, OH. Will work onsite 4 days per week.

Compensation: $23.00 - $27.00 per hour, depending on skill and experience level.

Job Description:

The Service Desk position provides outstanding customer service at all times. The service desk's role is to provide technical assistance and support related to computer systems, hardware, or software. Responds to queries, runs diagnostic programs, isolates the problem, and determines and implements a solution. The person will also troubleshoot problem areas (in person, by telephone, or via email) in a timely and accurate fashion and provide end-user assistance where required. This high-volume service position will allow you to engage your customer service skills by delivering prompt and accurate answers to our colleagues and the support team.

Responsibilities:

• Provide outstanding service to, and build relationships with colleagues every day
• Work individually and as a team to meet and exceed established goals, i.e., call handle time goals, availability goals, and quality goals
• Maintain up-to-date knowledge on products, services, technology, and procedures
• Compile documentation necessary for effectively fulfilling customer needs
• Document all notes required in the appropriate systems so that staff can be educated and prepared to be successful
• Follow up with customers to ensure the issue has been resolved
• Drive initiatives that improve the service desk
• Partner with internal support groups in providing the best service to our colleagues
• Other duties as assigned

Requirements:

• Min 1 year of IT support, customer service, and call center experience. This can be a combination of professional work experience, internships, and academic projects/ coursework.
• Associate's Degree required and a Bachelor's Degree is preferred.
• Strong communication skills.
• Basic IT knowledge is a must.
• Must be detail-oriented and comfortable with taking notes-this is essential for success on the team.
• Prior customer service experience required.
• Candidates should be prepared to answer basic technical questions (e.g., RAM, DNS, black screen troubleshooting).
  
  

Preferred Qualifications:

• Candidates must be available to work daytime and evening hours during the week and on some weekends as part of their normal, permanent schedule
• Previous banking environment experience preferred
• Ability to demonstrate professional verbal communication skills
• Ability to quickly resolve complex customer problems using various resources including computer screens and other reference material
• Ability to professionally handle irate customers
• Ability to use a headset and to sit for long periods of time
• Experience with Microsoft Office applications and the Internet
• A+ and Network+ certifications
• HDI certifications

Only candidates available and ready to work directly as Genesis10 employees will be considered for this position.

If you have the described qualifications and are interested in this exciting opportunity, please apply!

About Genesis10:

Ranked a Top Staffing Firm in the U.S. by Staffing Industry Analysts for six consecutive years, Genesis10 puts thousands of consultants and employees to work across the United States every year in contract, contract-for-hire, and permanent placement roles. With more than 300 active clients, Genesis10 provides access to many of the Fortune 100 firms and a variety of mid-market organizations across the full spectrum of industry verticals.

For contract roles, Genesis10 offers the benefits listed below. If this is a perm-placement opportunity, our recruiter can talk you through the unique benefits offered for that particular client.

Benefits of Working with Genesis10:

* Access to hundreds of clients, most who have been working with Genesis10 for 5-20+ years.

* The opportunity to have a career-home in Genesis10; many of our consultants have been working exclusively with Genesis10 for years.

* Access to an experienced, caring recruiting team (more than 7 years of experience, on average.)

* Behavioral Health Platform

* Medical, Dental, Vision

* Health Savings Account

* Voluntary Hospital Indemnity (Critical Illness & Accident)

* Voluntary Term Life Insurance

* 401K

* Sick Pay (for applicable states/municipalities)

* Commuter Benefits (Dallas, NYC, SF)

For multiple years running, Genesis10 has been recognized as a Top Staffing Firm in the U.S., as a Best Company for Work-Life Balance, as a Best Company for Career Growth, for Diversity, and for Leadership, among others. To learn more and to view all our available career opportunities, please visit our website.

Genesis10 is an Equal Opportunity Employer. Candidates will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

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