Job Description

Job Description

Job Description

The Analyst is expected to provide high quality customer service and problem resolution to all customers. If the PT Service Desk Analyst is unable to resolve a reported incident or request, they will determine the priority, type and magnitude of each issue to categorize and escalate support, as needed.
The PT Service Desk Analyst regularly collaborates with other Service Desk Team members, internal and external IT support groups and EOTSS Management to resolve issues quickly and efficiently. The PT Service Desk Analyst is also responsible for any special IT related projects that are assigned by the supervisor. The PT Service Desk Analyst is responsible for troubleshooting and escalating when appropriate incidents in areas such as:

* Applications (VPN, Office 365)
* Hardware (disk space, monitor settings, insufficient memory)
* Password resets
* Printer configurations
* Encryption
* Software updates
* Messaging (Outlook issues)
* Network (slow performance, wi-fi issues)
* Telecom (web ex, phone setup)

Detailed Statement of Duties and Responsibilities:

* Answer incoming calls professionally and courteously within specified timeframes and create tickets accordingly.
* Record, troubleshoot, and track incidents and requests for all tier 1 calls.
* Act as central contact point for fast and effective problem diagnosis, determination and resolution.
* Escalate tickets effectively to Tier 2 or 3 teams within timeframes outlined in Service Level Agreements.
* Follow-up on any assigned tickets pending resolution and communicate the status to customers within defined Service Level Agreements.
* Communicate and work regularly with other functional groups to ensure all tickets and escalated issues are managed appropriately.
* Ensure all unassigned tickets and projects are assigned and processed within defined Service Level Agreements.
* Maintain accurate and timely documentation of customer issues and their resolutions.
* Provide job trainings to new hires and less experienced staff when needed.
* Adhere to and meet all Service Desk Service Level Agreements (SLA's), Key Performance Indicators (KPI's) and Quality Review Standards.
* Report the need for any system or workflow enhancements (minor or significant) based on issues or trends, as needed.

Qualifications - External

* Minimum 2-3 years of professional experience working in a technical Service Desk or call center environment.
* Proven experience handling tier 1 level technical desktop and infrastructure support.
* Proven track record of performing high level technical problem resolution.
* Understanding of:
* the components of a wide area network and a local area network and how they interact.
* the components of a PC and laptop and the ability to perform basic troubleshooting of problems.
* a computer virus, the various ways they may propagate, and the implications of a virus attack.
* mainframe application environments and communication protocols.
* WAN, LAN, and VPN network protocols such as TCP/IP and network diagnostic tools and techniques.
* Knowledge of the technical infrastructure, applications and support that is required for the various supported agencies.
* Proven analytical and technical problem-solving abilities.
* Experience working with an incident management ticket tracking system and/or ACD call center tracking system.
* Functional knowledge of Microsoft Office and O365 products such as Outlook, Word, Excel, PowerPoint, Access, Skype, SharePoint and OneDrive.
* Excellent communication and writing skills with the ability to clearly communicate technical concepts to both technical and non-technical audiences
* Ability to work independently in a team-oriented, collaborative and ever-changing technical environment.
* Demonstrated ability to prioritize and manage workload in a high-pressured environment.

About Kyyba:
Founded in 1998 and headquartered in Farmington Hills, MI, Kyyba has a global presence delivering high-quality resources and top-notch recruiting services, enabling businesses to effectively respond to organizational changes and technological advances.
At Kyyba, the overall well-being of our employees and their families is important to us. We are proud of our work culture which embodies our core values; incorporating value, passion, excellence, empowerment, and happiness, creates a vibrant and productive atmosphere. We empower our employees with the resources, incentives, and flexibility that they need to support a healthy, balanced, and fulfilling career by providing many valuable benefits and a balanced compensation structure combined with career development.
Disclaimer:
Kyyba is an Equal Opportunity Employer.
Kyyba does not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status or any other basis covered by appropriate law. Minorities / Females / Protected Veterans / Individuals with Disabilities are encouraged to apply. All employment is decided on the basis of qualifications, merit, and business need.
Rewards:
Medical, dental, vision
401k
Term life
Voluntary life and disability insurance
Optional Pre-paid legal plan
Optional Identity theft plan
Optional Medical and dependent FSA
Work-visa sponsorship
Opportunity for advancement
Long-term assignment with opportunity for hire by client

SELECT AWARDS

* An INC 5000 company for 10 years
* Corp! Michigan Economic Bright Spots
* Crain's Detroit Business Top Staffing Service Companies in Detroit
* TechServe Alliance Excellence Award- IT and Engineering Staffing & Solutions
* Best of MichBusiness winner in HR Wizards & Partnerships
* Metro Detroit Elite Category: Recruitment, Selection & Orientation for 101 Best & Brightest
* 101 Best & Brightest Companies to Work for in Michigan