Service Desk Analyst

Description

Answers Service Desk phones in a timely, efficient, and professional manner. · Practices clear, correct verbal, and written communication skills with customers. · Assists associate agents needing help handling a customer contact. · Seeks assistance and escalates to Service Desk Analyst when necessary. · Escalates and transfers unresolved tickets to L2 support teams . · Keeps leads and management informed of important issues and follow proper escalation procedures. · Creates and updates knowledge base articles. · Keeps leads and management informed of important issues affecting support and follow proper escalation procedures. · Ensures compliance with agreed upon SLAs (Service Level Agreements), quality metrics, and performance metrics. · Reviews and analyzes and documents each service and incident with detailed information . · Identifies and determines the impact and urgency of each interaction to determine priority. · Creates and maintains interdepartmental relationships.

Skills

Help desk support, Servicenow, Troubleshooting, Customer service, Help desk, Support, Service desk

Top Skills Details

Help desk support,Servicenow,Troubleshooting,Customer service

Additional Skills & Qualifications

The ticketing system they use will be servicenow and they need to have a good background with customer service because they will be assisting end users over the phone all day.· Maintains knowledge on current industry trends. · Maintains reasonably regular, punctual attendance consistent with Orlando Health policies, the ADA, FMLA and other federal, state and local standards . · Maintains compliance with all Orlando Health policies and procedures

Experience Level

Intermediate Level

This is a Contract to Hire position based out of Birmingham, AL.

The pay range for this position is $17.00 - $21.00/hr.

Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following:
• Medical, dental & vision
• Critical Illness, Accident, and Hospital
• 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available
• Life Insurance (Voluntary Life & AD&D for the employee and dependents)
• Short and long-term disability
• Health Spending Account (HSA)
• Transportation benefits
• Employee Assistance Program
• Time Off/Leave (PTO, Vacation or Sick Leave)

This is a fully onsite position in Birmingham,AL.

This position is anticipated to close on May 15, 2026.

We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

About TEKsystems and TEKsystems Global Services

We’re a leading provider of business and technology services. We accelerate business transformation for our customers. Our expertise in strategy, design, execution and operations unlocks business value through a range of solutions. We’re a team of 80,000 strong, working with over 6,000 customers, including 80% of the Fortune 500 across North America, Europe and Asia, who partner with us for our scale, full-stack capabilities and speed. We’re strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. We’re building tomorrow by delivering business outcomes and making positive impacts in our global communities. TEKsystems and TEKsystems Global Services are Allegis Group companies. Learn more at TEKsystems.com.

The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.