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Service Desk Analyst

Company: Adam Information Technologies LLC
Location: Madison
Posted on: November 20, 2020

Job Description:

We are looking for a Service Desk Analyst with our direct end client in Madison WI, please find the JD below and let me know your interest This request will provide support to meet the increased demand for Service Desk Operations di providing access to Client online applications and service delivery to claimants needing access to client systems. The service to be performed includes providing Identity and Account Management (IAM)services for public users of Client internet based applications. The proposed service includes verifying the identity of the caller, resetting their password and or unlocking their account, instructing the caller to use self-service account recovery in the future, forwarding the call to another call center if needed for further assistance, and documenting the details of the call. The services and quality provided will be monitored by the supervisor utilizing real-time data generated by the call manager and ticketing software, as well as quality assurance recordings. HardwareSoftware Environment The support services includes 1)Leveraging security tools and Identity and Account Management Tools for managing public user accounts, and 2) Cherwell Management, Cares Centurion Management Systems, The software includes, but is not limited to Windows 10, Microsoft Office 365, Office 2010, Office 2016, Adobe products, WIEXT account management tools, VPN and multi-factor authentication tools. All positions are first shift. General Competencies Analyticalproblem solving skills-3 years Excellent oral and written communication skills-3 years Experience providing direct customer service-3 years Information Technology - Commonly Used Software Excel (MS) 2 years MS Office products 2 years Outlook (MS) 2 years Word (MS) 2 years Information Technology - Software MS Office 2010O365 2 years MS Windows 7Windows 10 ndash System ConfigurationUpgrade 2 years Information Technology - Commonly Used Software Project (MS) 1 years Information Technology - Desktop Support Active Directory Tools 1 years Information Technology - Requirements Documenting requirements 1 years IT Technologies - skills, concepts 3 years Information Technology - Security Active Directory 1 years

Keywords: Adam Information Technologies LLC, Madison , Service Desk Analyst, Other , Madison, Wisconsin

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