Mac IT Service Desk Analyst I

Overview: As an agent of the hybrid Level 1/level 2 IT Service Desk you will be a Single Point of Contact (SPOC) to Advisors on programs supporting external customers within KellyConnect for support of all IT Services delivered within the KellyConnect enterprise Information Technology and Communications (ITC) infrastructure. Agents will be expected to communicate with users via multiple methods... including Telephony, eMail, Web, and Chat. Agent will possess expert knowledge with the Apple hardware and software platforms. Customer Interface skills will be necessary to help users to describe and explain the nature or symptoms of their problems. Analysts will apply sound practices and maintain proficiency in the use of listening skills, probing through questioning, communicating in layman's terms, gathering information, restatement of the problem, use of troubleshooting skills and root cause analysis, effective communication using oral and/or written methods and understanding of the business impact and the sense of urgency to restore services. Responsibilities: ? Provide end user support for the Desktop Computing Environment for Apple, including but not limited to, iMacs, Mac minis, latest version of the Mac Operating System and LAN based services. Analysts will retain ownership to resolve all issues utilizing the solutions that are defined within our Known Error Database (KEDB) (i.e. Knowledge Base). In addition, analysts will be responsible for uncovering resolutions for unknown issues and documenting accordingly using their extensive troubleshooting skills and diagnosing issues through investigating solutions via the Web, use of product manuals and other available resources. ? Utilize the call tracking tool and database to record call details and to track troubleshooting progress. Set reasonable customer expectations for resolution time, based on scope, impact and severity of issue. ? Provide guidance and support in helping the team to reach the defined Service Level Objectives for First Call Resolution, Mean Time To Repair, Speed To Answer, Abandon Call Percentage, and Incidents Resolved per Agent. Qualifications: ? 2 - 4 years IT Helpdesk or Service Desk, Desktop or Infrastructure Support experience ? Advanced knowledge of troubleshooting Apple Hardware including iMacs, Mac minis ? Advanced knowledge of troubleshooting the current Mac Operating System ? Associates or Bachelor?s Degree, preferable in MIS/CIS or similar major or equivalent work experience ? Technical or Business aptitude with proven analytical, problem solving, troubleshooting skills ? Excellent oral, written and customer service/interface skill

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