Service Desk Analyst - Dallas (Night Shift) at Gdh Consulting, Inc. in Reston, Virginia

Job Description:

Job Description:

GDH Consulting is hiring a highly skilled Service Desk Analyst for an entry-level position with a focus on providing first-level IT support for service requests and incident resolution. This role is crucial for maintaining operational excellence in a 24/7/365 environment, requiring flexibility to work various day and/or evening shifts. The ideal candidate will be stationed in Dallas and will play a pivotal role in offering onsite business support. This position demands adherence to established Incident Management Processes and Procedures for effective classification, prioritization, and escalation of incidents.

Responsibilities

• Answer or make outbound customer calls to provide first-level IT support.


• Monitor operational dashboards and group email inboxes to create, resolve, and/or escalate operational incidents and service requests.


• Ensure adherence to established Incident Management Process and Procedures when handling incidents.


• Classify, prioritize, and escalate incidents as per the operational requirements.


• Provide effective communication to users on the status of service requests and incidents.


• Work collaboratively with other team members to ensure a high level of customer service and support.


• Participate in ongoing training to enhance technical skills and knowledge.


• Document all incident resolutions within the service management system.

Qualifications

• Proven experience in a customer service or IT support role preferred.


• Strong understanding of IT service management principles and practices.


• Excellent communication skills, both verbal and written.


• Ability to work in a fast-paced, 24/7/365 environment.


• Flexibility to work various shifts, including nights and weekends.


• High school diploma or equivalent; further education or certification in IT is a plus.


• Basic troubleshooting skills and familiarity with desktop and server operating systems.


• Ability to work effectively both independently and as part of a team.


• Commitment to delivering high levels of customer service and support.

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!

GDH provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, genetic information, veteran's status or any other category protected by law. In addition to federal law requirements, GDH Consulting, Inc. complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities and/or employees. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, benefits and training. Applicants with disabilities that require an accommodation or assistance in applying and/or for interviewing, please contact our HR Department.

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