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Aventis Systems
Marietta, GA, United States
Job Overview: We are seeking a highly capable service desk analyst who will be responsible for inbound calls and tickets from Cortavo's managed services customers. The ideal candidate will require to identify and resolve questions relating to issues with opening applications, printers, connectivity to different systems, new user onboarding, existin
Job Source: Aventis SystemsCrescens
Atlanta, GA, United States
Job Title: - Service Desk Analyst Location: Atlanta,GA Duration: 11+ months DESCRIPTION: The Service Desk Analyst will work with a team of other service desk analysts, under the general supervision of a Service Desk Team Lead and the IT Service Operations Manager, who is responsible overall for the Service Desk operations. Depending on the
Job Source: CrescensHexaQuEST Global, Inc.
Atlanta, GA, United States
Job Description: Purpose: The Atlanta Public School System is seeking the services of a Service Desk Analyst to provide direct first-line level 1 service desk support to Client schools and administrative locations. Summary: The Service Desk Analyst will work with a team of other service desk analysts, under the general supervision of a Service De
Job Source: HexaQuEST Global, Inc.Cortavo
Marietta, GA, United States
About the job: The Cortavo IT Account Manager will serve as the liaison between Cortavo and its clients. They have the responsibility to address customers’ needs and concerns as quickly and effectively as possible to develop and maintain strong relationships. They will also aid internal departments by collecting sales leads or testimonials, collec
Job Source: CortavoAJNA INFOTECH
Atlanta, GA, United States
Company Description Job Description Role : Service desk L1 Analyst About the Role: Responsibilities: Through phone calls, chats or emails provide assistance in troubleshooting and fixing diverse hardware, software, network, and application issues with a bias on customer engagement. Provide users with concise, clear, and polite help while maint
Job Source: AJNA INFOTECHCrescens
Atlanta, GA, United States
Job Title: - Help Desk Analyst Location: Atlanta, GA Duration: 5+ months DESCRIPTION: Under general supervision for Fulton County Dept. of Health, the support analyst assists customers with tier one issues or forwards to second tier support for issues beyond their subject matter expertise. Works and communicates with state employees, internal
Job Source: CrescensInTown Suites
Atlanta, GA, United States
Position Summary: The Help Desk Analyst is responsible for consulting with users to determine hardware, software and system functional specifications. The Help Desk Analyst is responsible for tracking and managing support requests, research, identify and support computer-related hardware and software. I. Position Responsibilities: Essential Supp
Job Source: InTown SuitesPRGX
Atlanta, GA, United States
About PRGX Global, Inc ABOUT PRGX We provide the business intelligence to unlock incremental value from data and expand impact across our clients' organizations for healthier whole businesses. PRGX pioneered Recovery Audit nearly 50 years ago and is now the global leader in source-to-pay analytics and margin expansion. PRGX empowers clients in mo
Job Source: PRGXMarietta, GA, United States
Job Overview:
We are seeking a highly capable Service Desk Analyst who will be responsible for inbound calls and tickets from Cortavo’s managed services customers.
This Level 2 position will require the ideal candidate to identify and resolve questions relating to issues with opening applications, printers, connectivity to different systems, new user onboarding, existing user offboarding, and many other tasks. The Service Desk Analyst will spend the majority of their day performing remote support and composing knowledge base articles, while working from our Marietta, GA location.
The ideal candidate will take an empathetic approach when communicating with customers, and relay technical questions and solutioning in a patient, polished, and professional manner.
This position reports directly to the Service Desk Manager.
Responsibilities:
Assist Cortavo end users with various desktop support related questions, such as setting up Outlook, OneDrive, access via Remote Desktop, printer configurations, internet issues, networking questions, and other Level 1-2 support issues
Engage with initial calls and/or emails, create the initial ticket, and escalate as necessary to other departments with warm handoffs
Ticket maintenance, you will typically spend a portion of the workday reviewing existing tickets and looking for cases that should be closed, following up with users where appropriate, and setting reminders for future action
Maintain customer information records, including gathering information about that customer and making sure that information is up to date in applicable systems (Autotask, Salesforce, monday.com)
Follow up with and ensure that tickets are being completed in a timely manner, work with escalation team members to ensure tickets are being completed
Train with the Engineering department as well as Service Desk Analyst peers to improve skills and knowledge. Work with them on more complex issues as time allows
Maintain and write accurate knowledge base articles as you come across knowledge and information while working cases. Knowledge is the base of Managed Services
Required Skills & Qualifications:
Associates or Bachelors degree in progress
3 years IT service desk experience
3 years of customer service experience over the phone and email
Experience with service desk ticketing systems (Autotask)
Proficiency of Microsoft 365 Admin
Proficiency of Windows 10/11
Proficiency in Microsoft Office Suite and Microsoft Teams
General knowledge of network devices (switches, firewalls, etc)
Strong written and verbal communication skills; empathetic customer service approach
Excellent organizational, time management, and multitasking capabilities
Ability to work after hours on-call rotation
Preferred Qualifications:
Bachelor's degree
Managed Service Provider experience
Microsoft Certifications, particularly any prerequisite for Microsoft 365 Certified: Enterprise Administrator Expert and Exam MS-102: Endpoint Administrator
Familiarity with IT hardware, software, and managed services technology
Proficiency in Google Suite, particularly Gmail and Google Docs
Working knowledge of Microsoft Entra
Familiarity with AzureAD a plus
Estimated Usage of Time
75% - Service Desk Support (~30 hours/week)
20% - Knowledge Base Documentation (~8 hours/week)
5% - Professional Development and Certifications (~2 hours/week)\
Work Environment:
Competitive salary, as well as employer, contributed health benefits
Unlimited paid time off
Marietta, GA office location
Access to a Company cell phone plan
A seat on an energetic team that collaborates and pushes each other to be better
A fast-paced but cooperative environment with endless potential for growth
Celebration events for team and Company successes throughout the year
Email Alert for Cortavo Service Desk Analyst jobs in Marietta, GA, United States
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