Onsite IT Service Desk Analyst (Hartford)

Endava North America; Hartford (CT); Presencial; USD 42.000 - 60.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Competitive salary package

Career development

Hybrid work options

Health benefits

401(k)

Descripción de la vacante

Endava North America is seeking an IT Service Desk Professional for a 100% onsite role in Hartford, CT. The position requires rotating shifts, weekend coverage, and an 11/23 start for four weeks of onsite training.

You will provide first-level technical support via voice calls, troubleshoot incidents, and document actions in a service-management system. Ideal candidates have IT-related diplomas or degrees, experience in high-volume call centers, and familiarity with clinical and desktop

Formación

• Diploma, degree, or equivalent experience in IT or a related field.
• Experience in an IT Service Desk, Help Desk, Technical Support, or Contact Center role.
• Experience providing technical support by telephone in a high-volume environment.
• Strong troubleshooting and problem-solving skills.
• Clear verbal communication and good customer-service skills.
• Ability to explain technical information to non-technical users.
• Experience documenting incidents using a service-management or ticketing system.
• Ability to follow procedures and escalation processes.
• Flexibility to work weekends, Saturdays, holidays, or on-call shifts as required.
• Willingness to complete background checks, security screening, and client training.

Responsabilidades

• Provide technical support through inbound voice calls.
• Ask questions to understand and troubleshoot user issues.
• Resolve incidents during the first call whenever possible.
• Support clinical applications, desktop applications, hardware, access, connectivity, and other workplace technologies.
• Take ownership of incidents through resolution or escalation.
• Explain solutions clearly and provide updates to users.
• Record troubleshooting steps, resolutions, and follow-up actions in the service-management system.
• Escalate unresolved issues to the appropriate technical support team.
• Identify recurring issues and share trends or knowledge gaps with Service Desk leadership.
• Follow security, privacy, access, and data-handling requirements.
• Meet required service-level, quality, productivity, and customer-service standards.
• Participate in rotating shifts and weekend coverage.
• Support training, knowledge transfer, system changes, and other Service Desk activities.

Conocimientos

Troubleshooting

Verbal communication

Customer service

Explain technical info

High-volume call center

Document incidents

Educación

Diploma/degree in IT or related field

Herramientas

ServiceNow

Microsoft 365

Active Directory

Amazon Connect

Descripción del empleo

Endava North America is seeking an IT Service Desk Professional for a 100% onsite role in Hartford, CT. The position requires rotating shifts, weekend coverage, and an 11/23 start for four weeks of onsite training.

You will provide first-level technical support via voice calls, troubleshoot incidents, and document actions in a service-management system. Ideal candidates have IT-related diplomas or degrees, experience in high-volume call centers, and familiarity with clinical and desktop