Helpdesk / Desktop Support Technician: MS 365, Azure AD / AD, ITIL V3 or other ITSM frameworks
Compensation depends on experience but is typically $44-55K.
THIS ROLE IS FULLY ONSITE IN CLEVELAND, OH
REQUIRED SHIFT IS 11 AM TO 8 PM WITH FLEX AS NEEDED (GIVE OR TAKE 1 HOUR) FOR BUSINESS NEEDS.
KORE1, a nationwide provider of staffing and recruiting solutions, has an immediate opening for a Helpdesk / Desktop Support Technician:
MS 365, Azure AD / AD, ITIL V3 or other ITSM frameworks
Main Purpose:
- The Service Analyst is an IT support professional with technical capability to help resolve colleagues IT related issues via email, phone, remote access or in person.
- To work with toolsets such as our IT's service desk and other IT management applications ensuring information entered is accurate and of high quality.
- To assist and support colleagues in the IT Services Team to deliver a highly effective, premium customer service.
Core Accountabilities:
- Processing support ticket (Incidents and Service Requests) through their lifecycle
- Resolving access related problems such as password, account lockouts etc
- Assisting with, planning, and undertaking scheduled maintenance and upgrades governed by Change Control (Change Enablement)
- Setting up accounts for staff and approved contractors in accordance with documented security protocols, ensuring that they know how to log in
- Administer Microsoft 365 access; create, edit and delete accounts including privilege users; investigate and troubleshoot faults reported.
- Support the company end user device estate, including troubleshooting issues as well as managing security patching and updates as well as proactive maintenance in line with company processes.
- Respond to, investigate, diagnose, and resolve local and remote colleagues' software issues raised on ServiceDesk
- Liaising, supervising and assisting visiting engineering and technical staff.
- Progressing colleagues' Service Requests, according to the guidelines and protocols
- Maintaining records for software licenses, consumables, and other supplies
- Contributing to the development and the implementation of Service Management processes and other continuous Improvement activities alongside the management team
- Manage Change Request and Transition related tasks though the lifecycle for the IT department and external suppliers according to guidance and protocols.
- Entry, maintenance and administration of CMDB' type data (eg Hardware Asset related data)
- Assist in the creation and production of service reports.
- Provide support to IT Services leads and undertake activities as directed.
Key Outputs/Results:
- Demonstrate part in the high performing operation of the IT ServiceDesk
function. - Work with internal and external resolution teams to resolve Incidents and Service requests within agreed SLAs.
- Ensuring Communication to colleagues via the Service Desk tool is clear and well presented.
- Contributing to root case analysis, validation of data accuracy and reducing discrepancies
- Accurate records of various IT assets onsite and for users registered to that site.
- Answer queries and questions from the business and IT management and responding to any escalations ensuring service continuity.
- Work with Change Management and other IT suppliers to ensure the effective delivery of changes.
- Support IT Service management in any supplier management activities
- Provide the effective communication and work patterns to ensure collaborative and efficient working with other Service Analyst(s) onsite
Key Relationships:
- Member of the UK and USA based IT Service Support Analyst team
- Business process Super Users' and business operational managers
- Internal IT Service and project delivery teams
- External 3rd party supplier support teams and supplier managers
- IT Leadership Team members
Estimated Salary: $20 to $28 per hour based on qualifications.
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