IT Service Desk Analyst

TCI has an immediate need for anIT Service Desk Analystin Louisville, KY. This is a contract opportunity and not available for Corp2Corp. SUMMARY The IT Service Desk Analyst will support a global help desk team to ensure that the computer users receive appropriate assistance with technology related incidents and questions. Core support hours are 9:00 a.m. to 6:00 p.m. EST (lunch hour included). Must be flexible to work other hours. RESPONSIBILITIES Ensure that all trouble calls are answered in a prompt, courteous and accurate fashion. Follow up on closed trouble calls to ensure the user is functioning effectively. Escalates trouble calls to appropriate second level resources or to Service Desk leadership as necessary. Tracks all calls in service management tools. Looks to identify patterns that may indicate either a systemic problem or a deficiency in training. Ability to support MS Office/Office 365 (Word, Outlook, Excel, and PowerPoint). Occasionally, assists trainers with the delive...