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Global Service Desk Analyst - Tier I

WECTEC Staffing and Westinghouse Electric Corporation has a great contract opportunity for an IT Service Desk Analyst, Tier 1, at our Rock Hill, SC location.

 

The Westinghouse Service Desk Tier 1 Analyst provides first level support by troubleshooting, diagnosing and resolving IT incidents and Service Requests.  This role is the first point of contact at the Westinghouse Service Desk, and will escalate to Tier II when applicable.  In addition, the analyst will filter Service Desk calls and follow documented procedures on break / fix or supporting an application with Westinghouse.  In addition, they will gather and analyze information about the users issue to resolve their problem.  Lastly, at times, the analyst may also provide support for identified Level 2 configuration solutions that have been documented, and are responsible for meeting the Service Desk Service Level Agreement and KPI metrics

 

What You’ll Do on a Daily Basis:

  • Assure smooth handling of individual problems from call-in through resolution, practicing Total Contact ownership;
  • Responds to inquiries and service requests for assistance with the organization’s computer system or PC's via Phone, E-mail and chat queues;
  • Identify problems, troubleshoot, and provide 1st level technical support for internal customers for the following: Windows 7 and above, Microsoft Office 2010 and higher, Internet Explorer, Hardware/Software conflicts, remote support via remote control tool (SCCM), VPN connectivity and/or administration, Network connectivity, Wireless connectivity, Telecom and  IPhone /IPad connectivity and synchronization, among other applications. (SAP, EDMS, Documentem, etc.);
  • Escalate/Coordinate with 2nd level support to resolve problems when necessary;
  • Assist peers with troubleshooting, SD processes and procedures;
  • Maintain ticket queues by actively communicating with customers and peers;
  • Act with a sense of urgency and commitment to resolve issues under pressure.

 

What We’d Like to See From You:

  • Minimum Requirement: Associates degree in Information Technology or equivalent;
  • 1-3 years working experience in a Service Desk Role;
  • HDI HelpDesk Professional or ITIL Foundations Required;
  • Skills and Competencies:
    • Basic Network Administration;
    • Knowledge of hardware and software;
    • Protocol and OS Knowledge;
    • Experience with Windows operating systems is required;
    • Experience with IOS required;
    • Experience handling customer technical support calls;
    • Ability to effectively explain technical information to people with less technical knowledge;
    • Ability to troubleshoot and solve problems independently by effectively leveraging provided tools;
    • At least 1-3 years’ experience in providing remote phone support;
    • ***A+ Certification is preferred.

 

Why WECTEC Staffing Services?

WECTEC Staffing Services provides customer-focused solutions with offerings ranging from high-volume and low-cost to specialized niche solutions, never compromising on delivering best-in-class customer service to both our clients and our employees each day.

 

WECTEC Staffing is an Equal Employment Opportunity employer of Minorities / Females / Vets / and Those with a Disability. Employment opportunities may require access to information which is subject to the export control regulations of the United States. Hiring decisions for such positions are required by law to be made in compliance with these regulations. Applicants for employment opportunities in other countries must be able to meet the comparable export control requirements of that country and of the United States.

Employment opportunities may require access to information which is subject to the export control regulations of the United States. Hiring decisions for such positions are required by law to be made in compliance with these regulations. Applicants for employment opportunities in other countries must be able to meet the comparable export control requirements of that country and of the United States.

Requisition Number:  2544
Employee Type:  Regular Hrly
Job Family:  Corporate
Company:  WECTEC Staffing Svcs LLC
Employee Class:  Employee
Posted Date:  Apr 22, 2021
Location: 

Rock Hill, SC, US, 29730

While our Global Headquarters are located in Cranberry Township, PA, we have over 9,000 employees working at locations in 19 different countries. You can learn more by visiting link http://www.westinghousenuclear.com./careers/ 

EOE of Minorities / Females / Vets / Disability.

Keep in mind that only applications completed and submitted via the Westinghouse Careers website will be considered. You can submit your completed application, and also explore other available options, using the following link: link http://www.westinghousenuclear.com/careers/

Get connected with Westinghouse on social media:

Twitter | Facebook | LinkedIn| YouTube

Employment opportunities may require access to information which is subject to the export control regulations of the United States. Hiring decisions for such positions are required by law to be made in compliance with these regulations. Applicants for employment opportunities in other countries must be able to meet the comparable export control requirements of that country and of the United States.


Nearest Major Market: Charlotte
Nearest Secondary Market: South Carolina

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