• Hiring Work at Home Jobs 18.09.2016 Comments Off on 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

    Some responsibilities include:


    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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