13 days old

Help Desk Analyst

Kelly Services
Morrisville, NC 27560

The Customer Support Specialist is part of our 24x7 Customer Service Center and is responsible for providing 1st Level Service Desk support for our companys customers. Duties include, but are not limited to:

Receive incoming customer calls, emails, and trouble tickets for both Incidents and Service Requests

Respond to alerts/alarms according to standard operating procedures

Serve as initial responder within the hosted environment in notification, identifying, troubleshooting, and resolving issues

Monitor and troubleshoot all production networks, servers, applications and services. Evaluate and escalate issues as needed

Provide remote technical support via a combination of telephone and remote support tools

Communicate (both verbally and in writing) with customers in a formal and professional manner

Create and manage the lifecycle of Incidents and Service requests in the companys trouble ticketing system

Create and Utilize formal Work Instruction (WI) documents and other documented knowledge to resolve customer issues

Implement and strictly follow change management procedures and systems

Work with third party vendors both during routine deployment and outages. Ensure escalations are handled in a professional, consistent, and relentless manner.

Meet or exceed all Incident Management Standards, including customer SLAs and internal ticketing standards

Manage LANDesk environment and users

Become SME on assigned technology and train the rest of the team

Perform end client deployment and maintain the deployment server

Conduct mobile device management for multiple customers


Ideal candidates will have:

A BA/BS in Computer Science or related field or equivalent in real-world experience

A minimum of one (1) year of experience working on a Help Desk supporting an enterprise environment

The ability to troubleshoot technical issues related to Windows 7, Windows 8, and MS Office applications

Strong verbal and written communication skills; ability to remain composed and professional in stressful, high pressure situations.

Good understanding of ITIL and IT Service Management concepts

Highly motivated, self-starter with a positive attitude and strong initiative to face the challenges of a very fast-paced, high-energy, yet sometimes stressful, customer-focused operations organization


The following are a plus:

Familiar with the SAP suite of applications

Network+, MCSA, MCSE, A Experience with Microsoft Office/Outlook 2000/2003/XP/2010

Experience with Microsoft Windows XP and Windows 7

Experience supporting iPads or other mobile devices

**Why Kelly** **** **?**

As a worker today, its up to you to take charge of your career and look for opportunities to learn, grow, and achieve your potential. Helping
you find whats next is what were all about. We know whats going on in the evolving world of workjust ask the nearly 500,000 people we employ
each year. Connecting with us means getting the support, guidance, and opportunities needed to take your career where you may have never imagined.

**About Kelly** ****

At Kelly, were always thinking about whats next and advising job seekers on new ways of working to reach their full potential. In fact, were a
leading advocate for temporary/nontraditional workstyles, because we believe they allow flexibility and tremendous growth opportunities that enable
a better way to work and live. Connecting great people with great companies is what we do best, and our employment opportunities span a wide variety
of workstyles, skill levels, and industries around the world.

Kelly is an equal opportunity employer committed to employing a diverse workforce, including, but not limited to, minorities, females,
individuals with disabilities, protected veterans, sexual orientation, gender identity. Equal Employment Opportunity is The Law.
Posted: 2019-11-01 Expires: 2019-12-02

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Help Desk Analyst

Kelly Services
Morrisville, NC 27560

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