6223 - Service Desk Analyst I

USA    |     Other   |   Full-time
Job Reference: 6223 - Posted 01-Nov-2021

Kelly Services has an immediate opening for a Level I IT Service Desk Senior Support Analyst at our IT Service Desk.  Kelly’s IT Service Desk is staffed M-F from 5:30 AM until 9:00 PM ET. Our IT Support staff is centrally located in Troy, Michigan near our Corporate Headquarters facility.

The Level I, IT Service Desk Analyst will provide quality customer service in support of Kelly corporate and field branch offices, Kelly temporary employees, and Kelly customers. IT Service Desk Analysts are expected to support one or more of 5 core competencies:

- The Desktop Computing Environment (DCE), including Windows 10 OS environment

- Common off the Shelf (COTS) based shrink-wrapped desktop
applications including MS Office, MS Project, MS
Visio, I.E., MS Outlook, etc.

- Common off the Shelf (COTS) based Business Applications '
Oracle, PeopleSoft, etc.

- Kelly's internet and intranet proprietary business
applications in Web, distributed N-tier, mainframe and Citrix

- Kelly's outsourced business applications hosted in ASP Web
services environments

All applicants are expected to have solid troubleshooting and strong customer interface skills, be able to provide ongoing communication on incident status, escalate to functional support teams as required, to advise supervisors of common-cause operational issues, and to contribute to the internal adoption and improvement of core Service Support processes based on the ITIL process framework.

As a Level I IT Service Desk Support Analyst you will also be responsible for helping the team meet Service Level Objectives for:

-First Call Resolution
-Speed To Answer
-Call Abandonment rates
-Mean Time To Resolution for each incident Severity classification-Quality Assurance

Job Requirements: Shown on Web

Minimum qualifications include:

Associates or Bachelors degree or equivalent educational experience

1-3 years IT Service Desk and/or Customer Contact Center experience.

Candidate must have proficiency and the ability to troubleshoot, isolate, and resolve problems, with excellent oral and written communication skills, strong interpersonal skills, advanced knowledge of computer systems (Windows, XP, MS Office, and Lotus Notes), and knowledge of remote support tools (Alteris, Cisco Webex).

Candidate must be proficient with Excel, Word and Power Point.

Knowledge of ITIL and Six Sigma methodology

The preferred candidate will have 1 year of Kelly Branch experience and/or technical support experience.

Candidates will provide support to the global Kelly infrastructure and must be available to work various rotating shifts from 5:30 AM – 9:00 PM ET, Monday through Friday.

Bi-lingual in Spanish or French Canadian is a plus.

Kelly Services is an equal opportunity employer committed to employing a diverse workforce.

Does this sound like you?

  • Associate's degree required; Bachelor’s degree preferred
  • One + year of IT Service Desk and/or Customer Contact Center experience required
  • Familiar with Microsoft Office, Visio, I.E., and business applications such as Oracle, PeopleSoft, etc.
  • Proficient troubleshooting and customer interface skills
  • Knowledge of internet/intranet proprietary business applications in Web, distributed N-tier, mainframe and Citrix environments and of outsourced business applications hosted in ASP Web services environments

You should know: Your safety matters! Vaccination against COVID-19 may be a requirement for this job in compliance with current client and governmental policies.  A Kelly recruiter will confirm and share more details with you during the interview process.

Benefits Program

  • Paid Time off -We are now offering 3 weeks of PTO
  • Holidays - we have increased our paid holidays to 8, with the addition of Martin Luther's King Birthday
  • Sick/Mental Health/Well-Being – five days
  • Floating holidays/Personal Significance – three days
  • Volunteer – one day
  • Healthcare - Medical. Dental and Vision
  • 401(k) match
  • Vacation Purchase  Program
  • Tuition Reimbursement
  • PerkSpot - Personal Online discount Program

About Kelly Services®

Kelly connects talented people to companies in need of their skills in areas including Science, Engineering, Education, Office, Contact Center, Light Industrial, and more. We’re always thinking about what’s next in the evolving world of work, and we help people ditch the script on old ways of thinking and embrace the value of all workstyles in the workplace. We directly employ nearly 500,000 people around the world, and we connect thousands more with work through our global network of talent suppliers and partners in our outsourcing and consulting practice.

Kelly Services is an equal opportunity employer committed to employing a diverse workforce, including, but not limited to, minorities, females, individuals with disabilities, protected veterans, sexual orientation, gender identity. Equal Employment Opportunity is The Law.