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Service Desk Analyst in Columbia, MD at Eliassen Group

Date Posted: 5/2/2019

Job Snapshot

Job Description

We have an exciting opportunity for a Service Desk Analyst with our industry-leading client in Colombia, MD.

We will accept corp to corp or w2 contractors. For our w2 consultants, we offer a great benefits package that includes Medical, Dental, and Vision benefits, 401k with company matching, and life insurance.

Responsibilities of the Service Desk Analyst:

  • Serve as the first point of contact for customer issues by responding to requests for assistance via phone or email
  • Gather pertinent information from users that will assist in timely resolution of incidents and requests
  • Create tickets on all customer interactions as incidents or requests and document this information in the Service Management system. Ensure existing tickets are updated frequently
  • Provide timely responses to email and phone inquiries
  • Provide initial trouble determination and first tier incident resolution, including but not limited to password resets and other tier 1 support responsibilities
  • Answer questions and how to’s related to Wellness services and tools
  • Escalate tickets that can’t be resolved and/or fulfilled at the Wellness Service Desk to second tier or third tier support groups
  • Take ownership of resolving issues and following up with the status of issues on behalf of the user
  • Meets all performance metrics and follow IT Service Desk practices and procedures.

Requirements of the Service Desk Analyst:

  • Excellent customer service skills and the ability to translate technical information into user-friendly terminology
  • Exceptional interpersonal, verbal and written communication skills required to interact effectively and professionally while maintaining a high level of customer service
  • Polite, friendly, and empathetic presence
  • Bi-lingual (English /Spanish) is a plus
  • High school diploma or equivalent
  • Service Desk, Help Desk or Call Center experience is a plus
  • Experience with Microsoft Office preferred
  • Experience with ServiceNow ITSM tool preferred
  • Strong phone contact handling skills and active listening
  • Excellent documentation skills
  • Flexible hours during the work week may be required

Keywords: Customer Service, ServiceNow

Job ID: 317926

About Eliassen Group:

Eliassen Group provides strategic talent solutions to drive our clients’ innovation and business results. Leveraging over 30 years of success, our expertise in IT staffing, Agile consulting, creative services, managed services, and life sciences enables us to partner with our clients to execute their business strategy and scale effectively. Headquartered in Reading, MA and with offices from coast to coast, Eliassen Group offers local community presence, deep networks, as well as national reach. For more information, visit

Eliassen Group is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.

Don’t miss out on our referral program! If we hire a candidate that you refer us to then you can be eligible for a $1,000 referral check!