KellyConnect IT Service Desk Analyst (Remote/Work from Home)

Job Description
Overview

As an agent of the Level 1 IT Service Desk you will be a Single Point of Contact (SPOC) to Users and Customers for support of all IT Services delivered within the Kelly enterprise Information Technology and Communications (ITC) infrastructure. Support of Kelly’s IT Services will be provided to all full-time, temporary, field and corporate users and external customers or potential users (i.e. future customers) of Kelly’s IT Services.

Agents will be expected to communicate with users via multiple methods including Telephony, eMail, Web, and Walk-up face to face interaction. Agent will possess knowledge in the Desktop Computing Environment, desktop COTS based shrink-wrapped Office Automation software, shared COTS applications and Kelly’s proprietary and ASP business applications.

Analysts will apply sound practices and maintain proficiency in the use of listening skills, probing through questioning, communicating in layman’s terms, gathering information, restatement of the problem, use of troubleshooting skills and root cause analysis, effective communication using oral and/or written methods and understanding of the business impact and the sense of urgency to restore services

Responsibilities

Duties and Responsibilities:

Provide end user support for the Desktop Computing Environment including various OS environments and Common off the Shelf (COTS) products including the Microsoft Office Suite, Web Browsers, email and LAN based services.
Retain ownership to resolve all desktop computing and desktop COTS applications utilizing the solutions that are defined within our Known Error Database (KEDB) (i.e. Knowledge Base).
Troubleshooting and diagnosing desktop issues using various skills and techniques, including investigating solutions via the Web, use of product manuals and other available resources to resolve support issues.
Use Microsoft Management Console (MMC) to perform user password resets and Remote Control and Desktop Assistance.

Utilize the Salesforce Service Desk Incident Management tool and database to record call details and to track troubleshooting progress.
Set reasonable customer expectations for resolution time, based on scope, impact and severity of issue.
Route unresolved incidents to the correct upper level support group for resolution.
Provide guidance and support in helping the team to reach the defined Service Level Objects for First Call Resolution, Mean Time To Repair, Speed To Answer, Abandon Call Percentage, and Incidents Resolved per Agent.

Qualifications

Qualifications:

1 – 3 years IT Helpdesk, Service Desk, Desktop or Infrastructure Support experience
Microsoft Certified Professional or equivalent training
Kelly Service field or branch experience a plus
Associates or Bachelor’s Degree, preferable in MIS/CIS or similar major
Technical or Business aptitude with proven analytical, problem solving, troubleshooting skills
Excellent oral, written and customer service/interface skills