Insight Global is seeking an experienced Senior Service Desk Analyst. The ideal candidate brings proven problem-solving experience and the ability to thrive in a highly collaborative and fast-paced work environment. IG needs an individual who is passionate about customer service with experience leading fellow team members.
The Senior role is responsible for managing incoming customer calls and email related to IT support and Service Requests.
Essential Duties and Responsibilities include the following. Other duties may be assigned. All work is performed with deadlines based on agency priorities.
* Handle incoming calls resolving 70% or greater.
* Route advanced issues to second level support teams.
* Perform Password Resets
* Answer general IT questions.
* Mentor Jr Service Desk Agents
* Work with Service Desk Manager to monitor team performance.
* Monitor Service Desk ticket performance.
Benefit packages for this role will start on the 31st 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.