Insight Global is looking to add 3 Support Desk Analysts to a team in the St. Louis, MO area. These people will be responsible for supporting internal customers who are having issues logging into internal systems. These systems could include: email, active directory, internal billing systems, and other internal applications. This person will take anywhere from 30-60 calls per day and each call will be about 10 minutes long. If they cannot resolve the issue during the call, it is their job to escalate to the desktop support team with the correct details. They will create an incident ticket within ServiceNow and be responsible for providing excellent customer service to understand the issue and resolve in a timely manner. They will go through a week long training session where they will shadow someone and listen to calls on the first day, attend a training session for 2-3 days where they are learning about all of the internal systems and how to troubleshoot password issues for each system. During their second week they will shadow someone and begin taking calls so that they can get comfortable in the role before being on their own.
Experience doing password resets within Active Directory
Experience working with a ticketing system- they use Cherwell
Benefit packages for this role will start on the 1st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.