O365 Experience Microsoft Certification. Cisco CompTIA Certs Analyst (Jobs in C   Requirement id 114252 Job title Analyst Job location in Chelsea, MA Skills required Service Desk Support, Tier 1 Support, Microsoft Office, O365 Experience Microsoft Certification. Open Date 22-Feb-2021 Close Date Job type Not specified Duration 3 Months Compensation DOE Status requirement --- Job interview type ---    Email Recruiter: coolsoft Job Description Analyst: Service Desk Support, Tier 1 Support, Microsoft Office, O365 Experience Microsoft Certification. Bid Number: BD-21-1060-ITD00-ITD00-58914 Note: Email Submission hourly rate range: $32.00 to $42.00 Note: Maximum number of resumes per ITS63 Vendors: 3 Submission Deadline: 3/1/2021 05:00 PM EST Start Date: 3/15/2021 End Date: 6/30/2021 Client: Executive Office of Technology Services and Security Description: The Service Desk Analyst is the first point of contact for the Commonwealth supported end users and IT partners who are seeking technical assistance within the End User Support Contact Center. The primary role of the Service Desk Analyst is to handle the processing of tier 1 support and infrastructure calls. The Service Desk Analyst will provide high quality customer service and problem resolution to all supported customers. If the Service Desk Analyst is unable to resolve a reported incident or request, they will determine the priority, type, and magnitude of each issue to categorize and escalate support, as needed. The Service Desk Analyst will effectively collaborate and communicate with other End User Support Team members, internal and external IT support groups, and EOTSS Management to resolve issues quickly and efficiently. Incumbents of positions at this level receive supervision from employees of higher grade who provide training, guidance on procedures, instructions on work assignments, review work performance to ensure accuracy of work, completeness of work, and compliance with policies, procedures and practices. The primary work location for this requisition is 200 Arlington Street Chelsea, Massachusetts 02150. Workdays and shift are still being determined by business needs (likely second or third shift). Evening and weekend work may be required as job duties demand. This position may travel to Executive Branch sites when required to respond to tickets, or to attend workplace trainings and other meetings business operations may demand. Detailed Statement of Duties and Responsibilities: • Answer incoming calls professionally and courteously within the specified timeframes and create tickets accordingly. • Record, troubleshoot, and track incidents and requests received either through phone, email or work management system for all tier 1 calls. • Perform all tier 1 level triage and support as sdetail3ed in the Knowledge Base documentation. • Provide a central contact point for fast and effective problem diagnosis, determination and resolution. • Escalate tickets effectively to Tier 2 or 3 teams within timeframes outlined in Service Level Agreements. • Ensure all ticket, tasks and projects are assigned and processed within expected timeframes. • Adhere to and meet all Service Desk Service Level Agreements (SLAs) and Quality Review Standards. • Alert management of any system or workflow issues or trends (minor or significant) as needed. • Communicate and work regularly with other functional groups to ensure all tickets and escalated issues are resolved in a timely manner. • Analyze and troubleshoot customer hardware and software problems and escalate to appropriate tier 2 team when needed. • Provide job trainings to new hires and less experienced staff when needed. • Maintain accurate and timely documentation of customer issues and their resolutions. • Adhere to ticket writing requirements as outlined in the Ticket Management Process. • Ensure security protocols and accuracy as it pertains to all Commonwealth business processes. Key Accountabilities: Incumbents at this level have the decision-making authority to: • Diagnose and resolve problems according to standard operating procedures/knowledge base documents. • Determine level of support required to escalate/resolve issues. • Prioritize and manage workload. • Escalate complex issues to supervisor or manager. • Escalate potential major incidents   Call 502-379-4456 Ext 100 for more details. Please provide Requirement id: 114252 while calling.   Other jobs in MA: Boston (103), Burlington (1), Cambridge (1), Canton (3), Chelsea (9), Franklin (1), Lexington (2), Malden (10), Marlborough (2), Maynard (2), Newton (1), Quincy (6), Sharon (1), Waltham (1), Welesley (1), Wellesley (6), Westborough (1), Westbourough (1), Service Desk Support job openings in Chelsea, MA Jobs List ITS63 ITD 21-006A Part-Time Service Desk Analyst -SP Create date: 07-Apr-2021 Bid Number: BD-21-1060-ITD00-ITD00-60909 hourly rate range: $32.00 to $42.00 Note: Email Submission Note: Number of Positions to be filled: 1 Note: Maximum number of resumes per ITS63 Vendors: 3 Submission Deadline: 4/14/2021 05:00 PM EST Start Date: 4/26/2021 End Date: 6/30/2021 Client: E.... (This job is for - job Jobs in MA Chelsea Analyst - (in Chelsea, MA)) ITS63 ITD 21-006 Part-Time Service Desk Analyst -SP Create date: 06-Apr-2021 Bid Number: BD-21-1060-ITD00-ITD00-60828 hourly rate range: $32.00 to $42.00 Note: Email Submission Note: Maximum number of resumes per ITS63 Vendors: 3 Submission Deadline: 4/13/2021 05:00 PM EST Start Date: 4/19/2021 End Date: 6/30/2021 Client: Executive Office of Technology Services and Secu.... (This job is for - job Jobs in MA Chelsea Analyst - (in Chelsea, MA))    Service Desk Support job openings in other states Jobs List Service Desk Analyst - Temporary - 63018 Create date: 08-Jul-2024 No of Submissions : 3 Start date : 07/15/2024 End Date :10/15/2024 Submission deadline : 07/30/2024 Client Info : APS - IT Note: * Candidate Must Be Local Description : Monitor telephone system and take calls from APS users Log all reported incidents, Fulfil.... 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(This job is for - ITIL Jobs in NC Raleigh Expert - (in Raleigh, NC)) Telecommunications Technician III -111262-SP Create date: 07-Nov-2022 Start date : 12/05/2022 End Date : 06/30/2023 Submission deadline :11/14/22 at 4:00PM CST Client Info :DOT Note : * Interview Process: Microsoft Teams * Duration: Through 6/30/2023 with possible extension * Remote or On-site? Local candidates or willing to relocate at the candidate.... (This job is for - job Jobs in WI Madison Consultant - (in Madison, WI)) COM-Network Engineer 3/ NE 3 (690892) Create date: 14-Sep-2022 Start date :09/05/2022 End Date :06/30/2023 Submission deadline :09/16/2022 Client Info : COM Description : The Sr. Infrastructure Engineer maintains and upgrades Commerces core infrastructure technologies and systems to ensure that systems do not fail. She / he ensures the proper operation of .... (This job is for - IT Experience Jobs in OH Ohio Engineer - (in Ohio, OH))    Service Desk Support job openings in MA Jobs List ITS63 DOT IT Service Delivery Specialist 005 -SP Create date: 28-Feb-2020 Bid Number: BD-20-1030-0P100-0P110-46596 Note: Online Submission Hourly rate: $43 to $50 Note: RTR form must be submitted Note: Initial contact by phone, interview may be in person Submission Deadline: 3/2/2020 04:00:00 PM Start Date: 3/13/2020 End Date: 9/12/2020 Client: Department of Tran.... (This job is for - Installation Jobs in MA Boston Specialist - (in Boston, MA)) (Analyst: Service Desk Support, Tier 1 Support, Microsoft Office, O365 Experience Microsoft Certification. in Chelsea, MA)

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