IT Support Analyst

Kelly IT has an excellent opportunity for an IT Business Analyst with analytics and Big Data experience!


- Responsible for incident resolution, diagnosis of complex problems, advanced problem resolution, endâ??user support followâ??up, and interfacing with other support groups and outside vendors
- Provide training to staff, mentoring and support for less experienced staff
- Keep peers/manager informed of trends, significant problems and delays, customers informed of global problems or scheduled downtime, and customers updated on status of reported problems or projects
- Provide support when needed to Manager
- Provide project support for new application releases and implementations
- Responsible for the support of data and mobile devices
The CCSC Analyst provides initial triage for incident and requests reported to the service desk. Responsibilities include initial assessment, troubleshooting, research, and resolution of basic incidents and requests regarding the use of application software products and/or infrastructure components. The CCSC Analyst is responsible for collecting information through a customer conversation, accessing support tools, and additional support staff (service resources) if needed. Problems beyond the scope of their ability or responsibility are resolved by engaging in a timely manner other service resources from facilities, division or corporate groups.

Degree in Information Systems, or related field, or equivalent work experience.
- 3 plus years help desk experience
- 5 years computer related work experience
- Able to work shifts in 24X7 call environment
- Strong ability to use software applications i.e. Remedy, Active Directory, PeopleSoft, billing and monitoring systems
- Strong knowledge of application, connectivity, hardware, peripheral including printers and scanners, network monitoring tools, and TCP/IP protocol
- Strong knowledge in a variety of PC software programs, remote tools
- Strong knowledge in the areas of SQL, WAN/LAN, Telecommunications (T1s, Modems, Hubs, Routers, Frame relay) and AS400
- Strong knowledge of Security Administration procedures
- Strong knowledge of interfaces
- Strong knowledge of MIS environment
- Strong knowledge of data and mobile device support

Passion around Service Desk multi-channel support, i.e. Phone, Chat and Email. This is not a Deskside Support position.
Excellent Customer Service
Incident & Ticket Management using ServiceNow or similar tool (2 yrs exp minimum)
Experience contributing to Knowledge Base
Excellent Verbal and Written communications
ITIL V3 familiarity
Team Player
Works well with limited supervision based on established processes
Strong knowledge in a variety of PC software programs, remote tools,
Strong knowledge of Security Administration procedures
Strong knowledge of application, connectivity, hardware, peripheral including printers and scanners, network monitoring tools, and TCP/IP protocol
Demonstrated ability to work well in a Team Environment. Strong analytical and logical problem solving skills


Please visit the Kelly Career Network for more opportunities!

Kelly IT Services is a leading IT staffing firm, providing employers with the best candidates & job-seekers with IT career opportunities.

Why Kelly®?

With Kelly, you’ll have direct connections to leading IT organizations in the best companies around the globe—offering you the chance to work on some of today’s most intriguing, innovative and high-visibility projects. In a field where change is the only constant, our connections and opportunities will help you take your career exactly where you want to go. We work with 90 of the Fortune 100™ companies companies and found opportunities for more than 8,600 IT professionals last year. Let us help advance your career today.

About Kelly®

At Kelly, we’re always thinking about what’s next and advising job seekers on new ways of working to reach their full potential. In fact, we’re a leading advocate for temporary/nontraditional workstyles, because we believe they allow flexibility and tremendous growth opportunities that enable a better way to work and live. Connecting great people with great companies is what we do best, and our employment opportunities span a wide variety of workstyles, skill levels, and industries around the world.

Kelly is an equal opportunity employer committed to employing a diverse workforce, including, but not limited to, minorities, females, individuals with disabilities, protected veterans, sexual orientation, gender identity. Equal Employment Opportunity is The Law.

Kelly complies with the requirements of the Fair Chance Initiative. A conviction record does not automatically bar individuals from employment.

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