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IT Service Desk Analyst
Career Insights for Help Desk Technician / Analyst
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Scorecard
Based on Michigan data
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What they do
A Help Desk Technician or Analyst provides technical support to computer users. Handles customer inquiries and works to resolve technical issues with computer hardware, software or networks. Provides customer support by phone, email, live chat or with screen sharing. May refer customers with complex system or application problems for more advanced technical support. Tracks help requests using a ticketing system.
$50,006 / year median in Michigan
-1% projected decline
Job Description
STRATEGIC STAFFING SOLUTIONS
(S3)
HAS AN OPENING!
IT Service Desk Analyst Detroit, MI - Onsite downtown 12+ Months with opportunity to extend W2 contract role
Pay Rate:
$22-$23/HR Role Summary Service Desk Analyst Provide first-level contact and incident resolution for all users with all issues. Uses advanced troubleshooting skills. Review knowledgebase articles ensuring accuracy of content. Provide accurate and timely logging of incidents and resolution. Meet or exceed performance goals. Escalate problems as appropriate following Service Desk procedures. Approve escalation requests via chat to ensure FCR metric goals are met. VIP Call Handling. Mentoring of new and developing agents. Provide next level troubleshooting/guidance to team. Deskside support/Concierge service. Review knowledgebase articles ensuring accuracy of content. Provide first-level contact and incident resolution for all users. Provide accurate and timely logging of incidents and resolution. Escalate problems as appropriate following Service Desk procedures.
• Beware of scams. S3 never asks for money during its onboarding process