Service Desk Analyst

VDart Inc; United States; On-site; USD 42,000 - 56,000; Full time

Job summary

VDart Inc. seeks a Service Desk Analyst in Tampa, FL to provide Level 1/1.5 technical support across multiple platforms, including Windows, iOS, and Android. You will handle password resets, account unlocks, and remote assistance, with a focus on clear communication and adherence to SLAs.

Responsibilities include supporting applications like MS Office, Citrix, VPN, SCCM, and Amazon Workspaces, while maintaining knowledge base articles and ensuring timely ticket resolution.

Qualifications

• Strong oral and written communication in required languages.
• 1-5 years of IT technical support / service desk experience.
• Excellent knowledge of Windows, iOS & Android OS troubleshooting; basic Mac OS knowledge.
• Experience with ServiceNow Ticketing System.
• Willingness to work in 24/7 shifts.
• Bachelor's degree in computer science or IT diploma acceptable.

Responsibilities

• Provide Level 1/L1.5 triage and resolutions (password resets, account unlock).
• Offer hardware and software support including MS Office, Citrix, VPN, SCCM, and Amazon Workspaces.
• Deliver first level resolution using SOPs or work instructions where possible.
• Communicate updates to customers and perform follow-ups to ensure timely closure.
• Build knowledge articles or flag gaps for content.

Skills

Communication skills

Windows troubleshooting

Mobile OS knowledge

Customer support

Technical troubleshooting

Education

Bachelor's degree in computer science

IT Diploma

Tools

ServiceNow

Job description

Job Title: Service Desk Analyst
Location: Tampa, FL 33634
Contract

Job responsibilities:

• Perform technical support to client via telephone, chat, emails, or self-service tickets across all geographies.
• Provide Level 1/L1.5 triage and resolutions such as password resets and account unlock for reported incidents and requests ensuring 100% compliance with
  Internal policies and procedures.
• Provide hardware and software support to users which includes application supports like MS Office, Citrix, VPN, SCCM, Amazon Workspaces etc.,
• Provide clients with a first level resolution, where possible, leveraging standard operating procedures or work instructions.
• Perform customer call backs as required.
• Provide remote solutions to problems, inquiry problems, and explain the solution in such a way that non-technical users understand.
• Build knowledge articles, or flag the need for such content, when relevant knowledge articles are not available.
• Taking Ownership for the Tickets/Request and communicating with customers on a regular basis to ensure speedy resolution.
• Hands on experience on ServiceNow/SNOW/Remedy Now/ any ITSM tool
• Meet Service level agreements like response and resolution time, ASA (Average Speed of Answering), (Average Handling Time for a Ticket/Request) AHT and (Customer Satisfaction) CSAT.
• Providing refreshers to new members onshore and offshore
• Managing and Providing support to different LOB's during requirement
• Basic understanding of DHCP, DNS, IP addressing and sub netting & Basic understanding of fixing Wireless LAN, Ethernet desktop configuration issues
• Knowledge of Mobile OS like iOS, iPadOS & Android

Eligibility Criteria:

• Strong Oral and Written communication skills in all the languages required and known.
• Should have 1-5 Years of work experience in IT Technical Support / Service Desk will be preferred.
• Excellent Knowledge and working experience on Windows / iOS & Android OS troubleshooting related issues. Basic skill on MAC OS.
• Experience with ServiceNow Ticketing System
• Open to work in 24*7 Work Environment with rotational Shifts and Week-Offs
• Bachelor's degree in computer science or a similar field, IT Diploma holders are also preferred