Service Desk Analyst

TekWissen LLC

NULL, CA(remote)

JOB DETAILS
SKILLS
Analysis Skills, Atlassian JIRA, Communication Skills, Customer Support/Service, Diversity, IT Service Management (ITSM), Identify Issues, Incident Management, Knowledge Base, Knowledge Transfer, Microsoft Active Directory, Microsoft Windows Operating System, Multitasking, Problem Solving Skills, Remedy, Service Delivery, Service Level Agreement (SLA), ServiceNow, Software Administration, Support Documentation, Technical Support, Trend Analysis, VPN (Virtual Private Network), Workforce Management
LOCATION
NULL, CA(remote)
POSTED
1 day ago
Overview:

TekWissen is a global workforce management provider headquartered in Ann Arbor, Michigan that offers strategic talent solutions to our clients world-wide.

Title: Service Desk Analyst
Duration: 12+ Months
Location: 100% remote
Job Type: Temporary Assignment


Job Description:
  • Client is seeking a Service Desk Analyst (L1 & L2) to provide technical support and incident resolution within an ITSM environment. This role will focus on troubleshooting and resolving incidents escalated from L1 supporting major incident processes, analyzing ticket trends, and collaborating with L3 teams to improve service delivery.
Responsibilities:
  • Resolve incidents escalated from L1 support.
  • Troubleshoot hardware, software, network, and user access issues.
  • Analyze ticket trends and identify recurring issues.
  • Create and maintain knowledge base articles and support documentation.
  • Collaborate with L3 teams for issue resolution and knowledge transfer.
  • Assist with Major Incident Management activities.
  • Maintain accurate ticket updates and meet SLA requirements.

Minimum Requirements:
  • Minimum 1 year of experience providing ITSM-based Service Desk support.
  • Experience with ticketing systems such as ServiceNow, Remedy, or Jira.
  • Knowledge of Windows, Office 365, Active Directory, VPN, and basic networking.
  • Strong troubleshooting, communication, and customer service skills.
  • Ability to work independently and manage multiple priorities.

TekWissen Group is an equal opportunity employer supporting workforce diversity.

About the Company

T

TekWissen LLC

WE THE TEKWISSEN PEOPLE

TekWissen offers you a broader portfolio of services, industry-leading solutions, and the meaningful innovations that give you greater flexibility and speed to respond to market dynamics, reduced costs and risk to improve enterprise performance, and increased productivity to enable growth.

To keep pace with global market demands, TekWissen keeps its finger on the pulse of change. Our organized approach to guiding a project from its inception to closure. Managing projects is becoming more and more important as we enter the digital era. To cope with the pace that this transition demands, a method is required to manage projects so they can yield quality work, while incorporating efficient use of time and resources.

Project involves identifying which quality standards are relevant to the project and determining how to satisfy them.

It is important to perform quality planning during the Planning Process and should be done alongside the other project planning processes because changes in the quality will likely require changes in the other planning processes, or the desired product quality may require a detailed risk analysis of an identified problem. It is important to remember that quality should be planned, designed, then built in, not added on after the fact.

Capabilities and accomplishments in one TekWissen business enhance the opportunity for success in the others. Put simply, TekWissen's unique combination of attributes promotes success.



COMPANY SIZE
100 to 499 employees
INDUSTRY
Computer/IT Services
FOUNDED
2009
WEBSITE
http://www.tekwissen.com/