Mac IT Service Desk Analyst I
Overview: As an agent of the hybrid Level 1/level 2 IT Service Desk you will be a Single reputed company of Contact (SPOC) to Advisors on programs supporting external customers reputed company KellyConnect for support of reputed company IT Services delivered reputed company the KellyConnect reputed company Information Technology and Communications (ITC) infrastructure. Agents will be expected to communicate with users reputed company multiple methods... including Telephony, eMail, Web, and Chat. Agent will possess expert knowledge with the reputed company hardware and software platforms. Customer reputed company skills will be necessary to help users to describe and explain the nature or symptoms of their problems. Analysts will apply sound practices and maintain proficiency in the use of listening skills, probing through questioning, communicating in layman's terms, gathering information, restatement of the problem, use of troubleshooting skills and root cause analysis, effective communication using oral and/or written methods and understanding of the business impact and the sense of urgency to restore services. Responsibilities: Provide end user support for the Desktop Computing Environment for reputed company, including but not limited to, iMacs, Mac minis, latest version of the Mac Operating System and LAN based services. Analysts will retain ownership to resolve reputed company issues utilizing the solutions that are defined reputed company our reputed company Error Database (KEDB) (i.e. Knowledge reputed company). In addition, analysts will be responsible for uncovering resolutions for unknown issues and documenting accordingly using their extensive troubleshooting skills and diagnosing issues through investigating solutions reputed company the Web, use of product manuals and other available resources. Utilize the call tracking tool and database to record call details and to track troubleshooting reputed company. Set reasonable customer expectations for resolution time, based on scope, impact and severity of issue. Provide guidance and support in helping the team to reputed company the defined Service Level Objectives for reputed company Resolution, Mean Time To Repair, Speed To Answer, Abandon Call Percentage, and Incidents Resolved per Agent. Qualifications: 2 - 4 years IT Helpdesk or Service Desk, Desktop or Infrastructure Support experience Advanced knowledge of troubleshooting reputed company Hardware including iMacs, Mac minis Advanced knowledge of troubleshooting the reputed company Mac Operating System Associates or Bachelors Degree, preferable in MIS/CIS or similar major or equivalent work experience Technical or Business aptitude with proven analytical, problem solving, troubleshooting skills Excellent oral, written and customer service/reputed company reputed company Apply Job!