Service Desk Specialist

Marathon TS is seeking a Service Desk Analyst to provide remote support to a prestegious University in Atlanta, GA.

Description

• Under general supervision, provides customer support for IT related issues reported via the phone, email, voicemail and customer submitted incidents.

• Communicate courteously and effectively to ensure customer and service level standards are successfully met.

• Anticipates and proactively responds to customer needs, making sure reported issues are documented in detail and resolved or properly assigned.

• Has thorough knowledge of Incident Management System, accurately and thoroughly documents issues and resolutions.
• Uses predefined processes, tools, knowledge entries and templates to resolve customer issues at initial contact.

• Monitors assigned tickets in queue daily, follows-up with customer, clarifies incident details, enters troubleshooting steps and progress documentation, and reassigns and/or resolves as appropriate. Recommends ideas for new Incident templates to expedite incident detail and assignments.

• Follows established procedures to comply with HIPPA guidelines for PHI data.

• Actively participates in Knowledge Centered Support process to ensure that customers receive complete, concise and standard information and resolutions.

Marathon TS is committed to the development of a creative, diverse and inclusive work environment. In order to provide equal employment and advancement opportunities to all individuals, employment decisions at Marathon TS will be based on merit, qualifications, and abilities. Marathon TS does not discriminate against any person because of race, color, creed, religion, sex, national origin, disability, age or any other characteristic protected by law (referred to as "protected status").