Enterprise Service Desk Analyst

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 Intelligent Technology Solutions as a Service.

Headquartered in New York, NY, and with offices around the globe, ATSG is a global leader in transformational technology solutions as a service for today’s digital enterprise. Through ATSG’s service portfolio of secure Digital Infrastructure, Digital Workplace, Collaboration, and Customer Experience offerings, ATSG provides Intelligent IT leveraging its comprehensive ATSG One automation platform. We offer these services with an array of commercial and technological choices for our clients, ranging from traditional project-based and support services, to complete consumption-based managed services models, inclusive of Private, Public, and/or 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, India and Pakistan. Our 24x7 365 business model allows us all to collaborate and innovate anytime and anywhere delivering cutting edge service to our customers. Over the years ATSG has developed recognized partnerships with Cisco and Microsoft and many other enterprises that have contributed to our 25+ year success in the IT Industry.

Job Title: Analyst, Enterprise Service Desk

Location: US Remote

Essential Job Functions

• Serve as the first point of contact for customers seeking technical assistance over phone, email, chat, or self-service.
• Provide level 1 troubleshooting and route all issues that cannot be resolved to the appropriate team.
• Accurately classify, prioritize, and record Incident/Request details into ServiceNow ticketing system.
• Provide first contact resolution when possible.
• Track and communicate with the customer throughout the ticket lifecycle and ensure proper follow-ups.
• Ticket closing upon customer consent.
  
  

Qualifications

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
• Strong Phone communication skills required.
• 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
• Strong IT problem solving/troubleshooting skills.
  
  

Technical Qualification

• Must have prior Service Desk experience.
• Experience with Windows 10, Office 365, Azure AD, Active Directory, Exchange/Office O365 is required.
• Familiarity 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.
• Experience using remote assistance tools such as Beyond Trust and RDP is a plus.
  
  

ATSG is an equal opportunity employer.