T-Force Service Desk Analyst
T-Force Service Desk Analyst
Location: Jasper, TX
Position Overview:
The Service Desk Analyst serves as the first point of contact for IT support, providing exceptional customer service and technical assistance to employees, terminals, and corporate users. This role is responsible for resolving technology issues, fulfilling service requests, documenting incidents, and ensuring timely escalation of complex problems. The Service Desk Analyst plays a critical role in maintaining business continuity by minimizing disruptions and delivering high-quality support in accordance with established service levels and compliance requirements.
Key responsibilities:
- Provide Tier 1 IT support for employees, terminals, and corporate users.
- Serve as the primary point of contact for inbound support requests received via phone, email, chat, and ticketing systems.
- Troubleshoot and resolve incidents at first contact whenever possible to minimize business disruption.
- Diagnose and resolve issues related to hardware, software, operating systems, applications, network connectivity, and user access.
- Deliver professional and courteous customer service while maintaining high levels of user satisfaction.
- Create, update, and manage tickets in accordance with established processes and Service Level Agreements (SLAs).
- Fulfill service requests including password resets, access provisioning, account maintenance, hardware support, and application support.
- Ensure incidents and requests are documented completely and accurately for reporting, compliance, and knowledge management purposes.
- Monitor ticket queues and prioritize work based on urgency, impact, and established service commitments.
Qualifications:
MUST receive approval from your delivery leader BEFORE applying
Applications will be accepted through August 14th
