Service Desk Analyst Pharma/Biotech W2 ONLY for Consultant Specialists Inc (CSI) in Redwood City, CA

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Service Desk Analyst Pharma/Biotech W2 ONLY for Consultant Specialists Inc (CSI) in Redwood City, CA

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5724746 Service Desk Analyst I – Pharma/Biotech W2 ONLY 12 Month Contract

Service Desk Analyst I

Contract Service Desk Analyst
The contract Service Desk Analyst will report directly to a Manager in the Service Desk. This Analyst will provide full remote technical support tour client’s customers/end users.

– Troubleshoot multiple platforms: Macintosh, Windows, Mobile devices and PDAs.
– Provide first level phone support for multiple enterprise applications including: e-mail, calendar/scheduling, word processing, spreadsheets, presentations, Internet browsers, as well as department-specific specialized applications.
– Provide support for mobile users who work at home, travel, or work from a remote office, using remote management tools (i.e. WebEx, Bomgar, etc).
– Identify and resolve hardware and software applications conflicts.
– Open and close incident and problem requests, as well as manage the classification, assignment, tracking, and completion of tickets.
– Understand and adhere to Incident Management, Request Management and Knowledge Management policies. Ensure that resolutions are consistent with standards and do not introduce additional conflicts.
– Help identify and implement innovative solutions for customers.
– Escalate Severity 1, Severity Level 2 and problem tickets to the appropriate level group.
– Work with peers across our client’s IT organizations to ensure high quality solutions are defined, developed and deployed using consistent technologies and processes.
– Create content and evaluate effectiveness of the Knowledgebase content.

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