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Help Desk Analyst

Information Technology | Milwaukee, WI | Contract

Job Description

The person will be responsible for handling inbound calls and emails from internal Harley-Davidson users and providing level 1 troubleshooting. Some of the roles and responsibilities are listed below

Minimum 3 to 5 years of experience in Helpdesk Support and Customer Service Knowledge of troubleshooting windows OS related issues via phone Experience in using ticketing tools such as ServiceNow Experience in using applications such as SCCM, Active Directory, MS Office, etc.

Knowledge of ITIL terms such incident, service requests, etc.

Basic network and printer troubleshooting knowledge

 

Handle calls from internal users and provide level 1 troubleshooting over the call Document ticket in ServiceNow and escalate to L2 teams Handle emails in Helpdesk queue and convert them to tickets in ServiceNow Call back end users requesting assistance through email or self-service tickets Follow-up with end users on existing tickets for updates and resolution Provide high quality customer services on all calls, emails and tickets.