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Enterprise Service Desk Analyst - ITS2
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$26.56 - $43.2 an hour
Full-time
- Part of the Minnesota IT (MNIT) organization, the Enterprise Service Desk (ESD) End User Support (EUS) team provides comprehensive, standardized 24/7 IT support to individual end users within the State Executive Branch Agencies, Offices and Boards, related to all Enterprise-wide IT systems, applications and networks used by our customers.
- The EUS team delivers a seamless and customer-centric experience through professional, expedient, and skillful analysis, diagnosis, and resolution or escalation of technical incidents and work orders received through the IT Service Management ticketing system or phone IVR system.
- This is achieved through a dedicated, knowledgeable, and experienced team possessing strong proficiency in an array of technologies and service management best practices including Active Directory, M365 EAD/EAC environments, CISCO voice/VoIP, customer service and the ITIL framework.
- Experience with remote technical support, customer service, ticketing systems, remote support tools and IT Service Management, e.g., BMC Remedy/Helix, Beyond Trust/Bomgar, IT Infrastructure Library (ITIL).
- Experience with collaboration and conferencing tools, e.g., Cisco Voice/VoIP, WebEx Teleconferencing MS Teams.
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