Service Desk Analyst
Hays

The final salary or hourly wage, as applicable, paid to each candidate/applicant for this position is ultimately dependent on a variety of factors, including, but not limited to, the candidate's/applicant's qualifications, skills, and level of experience as well as the geographical location of the position.

The end client is unable to sponsor or transfer visas for this position; all parties authorized to work in the US without sponsorship are encouraged to apply.

Our client is seeking a Service Desk Analyst in Raleigh, NC.

Role Description

• Help Desk Analyst will provide technical support and customer service to the employees.

• They will troubleshoot computer problems, provide Tier 1 support for software and hardware issues, and escalate tickets to Tier 2 support when necessary.

• The Help Desk Analyst will also be responsible for maintaining the Help Desk ticketing system, keeping inventory of computer equipment, and creating user accounts.

• The ideal candidate will have excellent customer service skills, be patient and detail-oriented, and have experience working in a Help Desk or technical support role.

• Answer inbound calls and provide Tier 1 support for customers experiencing technical difficulties.

• Use active listening skills to understand the customer's issue, document the problem in the ticketing system, and escalate when necessary.

• Research solutions to common problems and maintain a knowledge base of known issues and their solutions.

• Follow up with customers after incidents have been resolved to ensure satisfaction.

• Monitor the ticketing system for new issues and prioritize based on severity.

• Train new employees on the use of company systems and software.

• Assist with the roll-out of new features and updates for company systems.

• Create documentation for new processes and procedures.

• Maintain inventory of all hardware and software licenses.

• Manage user accounts and permissions in Active Directory.

• Perform regular backups of critical data.

• Troubleshoot network connectivity issues.

Skills & Requirements

• Bachelor's degree in computer science, information technology, or related field.

• 1-3 years' experience in customer service or technical support role.

• Exceptional communication, problem-solving, and interpersonal skills.

• Ability to work independently and with a team to meet deadlines.

• Proficient in Microsoft Office and Windows operating systems.

• Familiarity with basic networking concepts.

• Help desk certification, such as A+, Network+, or MCP.

• Working knowledge of Linux or other UNIX-based operating system.

• Experience with ticketing system, such as Jira or ServiceNow.

• Basic HTML and CSS knowledge.

Benefits/Other Compensation

This position is a contract/temporary role where Hays offers you the opportunity to enroll in full medical benefits, dental benefits, vision benefits, 401K and Life Insurance ($20,000 benefit).

Why Hays?

You will be working with a professional recruiter who has intimate knowledge of the industry and market trends. Your Hays recruiter will lead you through a thorough screening process in order to understand your skills, experience, needs, and drivers. You will also get support on resume writing, interview tips, and career planning, so when there's a position you really want, you're fully prepared to get it.

Nervous about an upcoming interview? Unsure how to write a new resume?

Visit the Hays Career Advice section to learn top tips to help you stand out from the crowd when job hunting.

Hays is committed to building a thriving culture of diversity that embraces people with different backgrounds, perspectives, and experiences. We believe that the more inclusive we are, the better we serve our candidates, clients, and employees. We are an equal employment opportunity employer, and we comply with all applicable laws prohibiting discrimination based on race, color, creed, sex (including pregnancy, sexual orientation, or gender identity), age, national origin or ancestry, physical or mental disability, veteran status, marital status, genetic information, HIV-positive status, as well as any other characteristic protected by federal, state, or local law. One of Hays' guiding principles is 'do the right thing'. We also believe that actions speak louder than words. In that regard, we train our staff on ensuring inclusivity throughout the entire recruitment process and counsel our clients on these principles. If you have any questions about Hays or any of our processes, please contact us.

In accordance with applicable federal, state, and local law protecting qualified individuals with known disabilities, Hays will attempt to reasonably accommodate those individuals unless doing so would create an undue hardship on the company. Any qualified applicant or consultant with a disability who requires an accommodation in order to perform the essential functions of the job should call or text 813.336.5570.

Drug testing may be required; please contact a recruiter for more information.

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