We are looking for Full-Time, IT Support candidates in the Indianapolis area! If you are interested, please apply, and we'll review your resume! Ideally, candidates will have prior computer technical support experience. IT certifications are a plus. You'll get a great hourly wage, be exposed to new technology, and work with Fortune 500 clients on a daily basis.
This team is responsible for calls from external and internal customers seeking technical support. The types of technical products that we support are both hardware and software related and vary from client to client. We fully train all of our selected candidates to handle each type of call.
Field Incoming Help Requests
- One of the main duties of a service desk analyst is to handle incoming queries and help requests from end users, either via email or over the phone.
- Document issues that users are experiencing, determine steps they can take to resolve the issue, and manage the flow of incoming support requests.
- This involves asking questions to determine the full scope of the user’s issue.
Resolve IT Support Requests
- If possible, service desk analysts directly resolve user technical issues as they arrive.
- At some organizations, this can involve remotely accessing the user’s computer and making changes to their system and settings.
- In other cases, the service desk analyst walks the user through steps they can take to resolve the issue on their own.
- For relatively simple issues, the service desk analyst can quickly devise a solution to the problem without the IT department taking further action.
Escalate Advanced Cases
- Service desk analysts escalate user support requests to higher-level IT support specialists and experts if they are unable to resolve the issue on their own.
- They provide supervisors or specialists with notes regarding the problem, steps they have already taken to resolve the issue, and their diagnosis of the user’s problem.
- For particularly complex cases, the service desk analyst may receive the user’s hardware so that IT specialists can conduct analyses and determine how to fix the problem.
Maintain Service Records
- Throughout the user support process, service desk analysts maintain detailed records of user issues with software and hardware.
- These notes can help diagnose and repair complex issues and also provide IT departments with data regarding recurring issues and problems reported by multiple users.
- By maintaining detailed records, the service desk analyst can also look at a user’s history of software or hardware issues and make recommendations to prevent future problems.
Perform System Testing and Updates
- Service desk analysts support users by performing system tests and updates after they complete their troubleshooting and necessary repairs.
- This helps to prevent future issues and service interruptions and ensures that troubleshooting and updates have not caused problems elsewhere within the system.
- They may also walk users through update and installation processes for software and peripherals.
Maintain IT Documentation
- Many service desk analysts also support department-wide operations by creating, editing, and maintaining IT documents.
- This can include FAQ documents for users that detail common issues and how to resolve them without opening a help desk ticket, department documents that outline standard operating procedures and practices, and help sheets that can be distributed throughout the organization.