Service Desk Analyst at ATSG

Founded in 1994, ATSG is a tech-enabled IT Services and Solution Provider that delivers Digital Innovation, providing tangible business value and exceptional client experiences through the sale and delivery of Technology Solutions as a Service (TSaaS).

Headquartered in New York City, with offices throughout North America and India, we serve Clientele in multiple industries throughout the United States. Our service offering portfolio is comprised of the main lines of business rediTech, rediSecure, and rediManage. We offer these services with an array of commercial and technological choices for our clients, ranging from traditional project-based and support services through complete consumption-based managed services models, inclusive of Private, Public, and Hybrid cloud-based alternatives.

Why ATSG: PEOPLE, CUSTOMERS, and PARTNERS. Here at ATSG, we have a global presence with team members across the United States, Canada, and India. Our 24x7 365 business model allows us to collaborate and innovate anytime and anywhere, delivering cutting-edge service to our customers. Over the years, ATSG has developed recognized partnerships with Cisco, Citrix, and Microsoft, and many other enterprises that have contributed to our 25+ year success in the IT Industry.

Job Title: Service Desk Analyst

Location: Remote - Nationwide

Available Shifts: Various *Some Saturdays may be required*

Job Description: The Service Desk Analyst is the central point of contact between the customer and ATSG's service delivery organization. The role of the Service Desk Analyst is to provide a wide range of services related to Incident Management and Request Management as defined by ITIL. Setting customer expectations and providing useful status updates are necessary as part of the job to achieve superior customer satisfaction.

Responsibilities:

· Receive/log customer Incidents & Service Requests received by phone, email, or self-service

· Accurately classify, prioritize, and record Incident. Record details into the ticketing system

· Provide first contact resolution when possible

· Assist with dispatch functions and routing of tickets to field techs

· Route tickets to tier-2 resolvers when necessary

· Track and communicate with the customer throughout the ticket lifecycle

· Ticket closing upon customer consent

Non- Technical Qualifications:

· Maintains cooperative working relationships with staff members; a good team player

· Customer-focused with an understanding of business impacts with Exceptional customer service skills and oral and written communication skills

· Detail-oriented and organized

· Outstanding oral communication skills

· Ability to take and provide direction

· Familiar with IT Service Management concepts, practices, and procedures. ITIL knowledge a plus.

· Strong customer service skills

Technical Qualification:



· Must have 3+ years' Service Desk experience

· At least 2 years of experience with Windows 10, Office 365, Azure AD, Active Directory, Exchange O365, OneDrive.

· Familiar with IT Service Management concepts, practices, and procedures. ITIL knowledge a plus.

· Technical Certifications: CompTIA, A+, MSCE is a plus

· Experience using ServiceNow Ticketing System is a plus

Benefits:

Medical, Dental, Vision

Retirement Plan

Competitive Salary

Generous Paid Time Off

Growth and Development Opportunities

Fun-Company Culture

Excellent Leadership Team

The Culture at ATSG is built on the shared belief that the core of the company is the excellence of our employees. We recognize the value of diversity in our workforce and we encourage our team members to work together and collaborate on initiatives. #OneATSG

ATSG is an Equal Opportunity Employer.

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