Service Desk/Call Center Analyst

Innova Solutions is immediately hiring for a Service Desk Analyst

Position type: Contract (Evening Shift)
Duration: 6 months
Location: Remote

As a(n) Service Desk Analyst you will:

This will be a fully remote evening shift schedule (Mon-Fri 4pm to 12am). Consultant is expected to work holidays if necessary as we are a 24/7 service desk. Candidate need to be in NYC area to go on-site if needed.
- Receive, prioritize, document and actively resolve end-user help requests
- Answer calls of e-mail contacts within the required service level time frame
- Triage requests to ensure accurate transfers and escalation, per service level agreements (SLA/OLA)
- Track open tickets and monitor ticket progress per SLA/OLA, close ticket items when resolved
- Follow escalation and paging procedures to ensure SLAs/OLAs are being met
Candidates will handle 40-50 end user calls per day
Candidates need to have strong support experience working with PC Hardware/Software/Active Directory 60% of calls will deal with password reset.
Candidates type 40 WPM there will be a typing test.
Agents are evaluated via an agent score card which tracks various call centers & service delivery metrics

Qualified candidates should APPLY NOW for immediate consideration! Please hit APPLY to provide the required information, and we will be back in touch as soon as possible.
We are currently interviewing to fill this and other similar positions. If this role is not a fit for you, we do offer a referral bonus program for referrals that we successfully place with our clients, subject to program guidelines. ASK ME HOW.
Thank you!
Kurt Patterson
Sr Technical Recruiter
Kurt.patterson@innovasolutions.com

PAY RANGE AND BENEFITS:
Pay Range*: $25-$30/hr w2
*Pay range offered to a successful candidate will be based on several factors, including the candidate's education, work experience, work location, specific job duties, certifications, etc.

Benefits: Innova Solutions offers benefits( based on eligibility) that include the following: Medical & pharmacy coverage, Dental/vision insurance, 401(k), Health saving account (HSA) and Flexible spending account (FSA), Life Insurance, Pet Insurance, Short term and Long term Disability, Accident & Critical illness coverage, Pre-paid legal & ID theft protection, Sick time, and other types of paid leaves (as required by law), Employee Assistance Program (EAP).

ABOUT INNOVA SOLUTIONS: Founded in 1998 and headquartered in Atlanta, Georgia, Innova Solutions employs approximately 50,000 professionals worldwide and reports an annual revenue approaching $3 Billion. Through our global delivery centers across North America, Asia, and Europe, we deliver strategic technology and business transformation solutions to our clients, enabling them to operate as leaders within their fields.

Recent Recognitions:

• One of Largest IT Consulting Staffing firms in the USA - Recognized as #4 by Staffing Industry Analysts (SIA 2022)
• ClearlyRated® Client Diamond Award Winner (2020)
• One of the Largest Certified MBE Companies in the NMSDC Network (2022)
• Advanced Tier Services partner with AWS and Gold with MS

Website : https://www.innovasolutions.com/

Innova Solutions is an Equal Opportunity Employer and prohibits any kind of unlawful discrimination and harassment. Innova Solutions is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment on the basis of race, color, religion or belief, national origin, citizenship, social or ethnic origin, sex, age, physical or mental disability, veteran status, marital status, domestic partner status, sexual orientation, or any other status protected by the statutes, rules, and regulations in the locations where it operates. If you are an individual with a disability and need a reasonable accommodation to assist with your job search or application for employment, please contact us at hr@innovasolutions.com or (770) 493-5588. Please indicate the specifics of the assistance needed. Innova Solutions encourages all interested and qualified candidates to apply for employment opportunities. Innova Solutions (HireGenics/Volt) does not discriminate against applicants based on citizenship status, immigration status, or national origin, in accordance with 8 U.S.C. § 1324b.
The company will consider for employment qualified applicants with arrest and conviction records in a manner that complies with the San Francisco Fair Chance Ordinance, the Los Angeles Fair Chance Initiative for Hiring Ordinance, and other applicable laws.