Service Desk Analyst

ManpowerGroup Global, Inc.; Austin (TX); On-site; USD 52,000 - 70,000; Full time

Benefits offered by this job

Medical plans

Dental plan

Vision plan

401k match

Weekly pay

Job summary

ManpowerGroup Global, Inc. is seeking a Technical Service Desk Analyst to join our client’s team in Austin, TX.

The role focuses on delivering timely 1st line technical support, managing calls, and coordinating with IT teams to resolve issues efficiently. The ideal candidate will have strong IT knowledge, superb customer service skills, and the ability to work under pressure while maintaining SLA performance.

Qualifications

• Strong IT knowledge with PC and MS Office proficiency.
• Excellent written and verbal communication.
• Experience as an analyst in a service desk environment.
• Strong analytical, methodical, and problem-solving skills.
• Ability to work under pressure and meet SLA requirements.

Responsibilities

• Provide 1st line technical support and resolve or eliminate service desk calls.
• Answer and manage service desk calls within SLAs.
• Assign calls and requests to the appropriate support teams and monitor their progress.
• Process back-office requests, web-logged calls, and Team Notifier updates as required.
• Set up user accounts, provide updates on known issues and workarounds, and keep users informed of call and change progress.

Skills

IT knowledge

Customer service

Analytical thinking

Service desk experience

Tools

MS Office

Job description

Our client is seeking a Technical Service Desk Analyst to join their team. The ideal candidate will have excellent customer service skills, strong IT knowledge, and the ability to work effectively under pressure, which will align successfully within the organization.

Job Title: Technical Service Desk Analyst

Location: Austin, TX

What’s the Job?

• Provide 1st line technical support and effectively resolve or eliminate service desk calls.
• Answer and manage service desk calls within agreed Service Level Agreements (SLAs).
• Assign calls and requests to the appropriate support teams and monitor their progress.
• Action back-office requests, web-logged calls, and Team Notifier updates as required.
• Set up user accounts, provide updates on known issues and workarounds, and keep users informed of call and change progress.

What’s Needed?

• Good IT knowledge with strong general PC and MS Office skills.
• Excellent written and verbal communication and customer service skills.
• Proven experience working as an analyst within a technical service center or service desk environment.
• Strong analytical, methodical, and problem-solving skills with excellent attention to detail.
• Ability to work under pressure, multitask, retain technical knowledge, and work within SLA requirements.

What’s in it for me?

• Opportunity to develop your career within a technical service desk environment.
• Gain valuable experience providing technical support to internal and external clients.
• Exposure to a variety of IT support, user administration, and account management activities.
• Opportunity to work collaboratively with technical support teams and build strong professional relationships.

Upon completion of waiting period, consultants are eligible for:

• Medical and Prescription Drug Plans
• Dental Plan
• Vision Plan
• 401(k), Plus Match
• Weekly Pay