Service Desk Analyst – EROC

About GDH

At GDH, we believe in the power of people and the importance of caring. Our culture statement, “We care about people,” isn't just a tagline – it's the core of everything we do. GDH is a premier staffing and talent solutions company dedicated to helping businesses find the best talent and assisting job seekers in finding their dream jobs.

Who We Are

GDH, founded in 2001, has grown into a leader in providing staffing solutions across various industries. We specialize in IT across several sectors, connecting top talent with leading enterprises. As a Best of Staffing firm recognized for excellence in client, employee, talent, and women's services, we pride ourselves on our commitment to quality and service.

Benefits Of Working For GDH

• Professional Development
• Competitive pay
• Full health insurance
• 401k Plan
• Holiday Pay
• Gym Membership Reimbursement
• Weekly Paycheck & Direct Deposit
• & More!
  
  
  

Job Description: GDH is hiring a Service Desk Analyst to work with our client, an innovative defense, space, and intelligence solutions provider. The Service Desk Agent is an entry-level position providing first-level IT support for service requests and incident resolution.

• This position is in a 24 x 7x 365 environment, working various day and/or evening shifts and provides onsite business support by answering or making outbound customer calls, monitoring operational dashboards and group email inbox to create, resolve and/or escalate operational incidents and service requests.
• Familiarization or use of established Incident Management Process and Procedures must be adhered to when classifying, prioritizing, and escalating incidents.
• Level 1 support.
• Email handling. Ensure timely review and action of email in the Service desk mailboxes.
• Familiarity with outlook and the ability to organize and process a large volume of email.
• Phone call handling.
• Phone login and logout compliance when on shift.
• Login and be available to take calls at the start of the shift. Utilize the appropriate phone codes when not actively taking customer calls.
• Ensure when shift over, logged out of phone.
• Demonstrate professional conversation during customer calls.
• Operation Bridge Manager (OBM) monitoring.
• Adhere to documented instructions within the alert.
• Create incident ticket and assign to the appropriate group.
• Escalation for alert handling and high priority incidents.
• Utilize Everbridge for handling escalation procedures.
• Invoke the appropriate Everbridge template for escalation.
• Ensure escalation actions are documented in incident tickets.
• Incident ticket (create, update) & manage lifecycle of incident prioritization.
• Data integrity of incident record (categorization tab, resolution details, assignment, etc.).
• Proactive contacts for incidents about to breach Service Level Agreements (SLA).
• Incident restoral and closure.
• Quality review of all incidents.
• Create and distribute required daily reports.
• Adhere to and execute using Standardized work instructions located in the baseline library & Service Desk SharePoint.
• If updates or changes are identified for standardized work, ensure to communicate to a Service desk Team Leader for action.
• Remote work – Utilize all the documented procedures when working from home.
• Avaya soft phone procedures.
• Establishing bridge lines/Microsoft TEAMS meetings.
• Transferring calls to bridge lines.
• OBM monitoring.
• Elevated system access request handling.
• Password resets/unlock account – Ensure a service Request ticket is initiated for all of these requests.
• Onsite support for remote personnel (if geographically near Dallas, TX or East Rutherford, NJ).
• Vendor/Law enforcement unit (LEU) escorts.
• Tape management/backup responsibilities.
• Shipping/receiving.
• Data center walk through.
• Safe Access.
• Assist facilities with hardware removal and installation as needed.