Service desk analyst Job at MMC Group, L.P, Dallas, TX

T1lIemlBZ29aa0pZcDQ5MXRCVGhPeGRUa2c9PQ==
  • MMC Group, L.P
  • Dallas, TX

Job Description

The Service Desk Agent is an entry-level position that provides essential first-line IT support for service requests and incident resolution. The role involves handling various operational tasks within a dynamic 24/7 environment. The primary responsibilities include managing customer calls, monitoring operational dashboards, managing email inboxes, and ensuring the timely resolution or escalation of service incidents.

Key Responsibilities:

  • Level 1 Support : Provide initial support for service requests and incidents, ensuring accurate classification, prioritization, and resolution or escalation according to established processes.
  • Email Handling : Actively monitor and process emails within the Service Desk mailboxes, ensuring timely responses and actions.
  • Phone Support :
    • Login and logout compliance with phone systems during shifts.
    • Respond to customer calls professionally, ensuring availability at the start of the shift.
    • Utilize appropriate codes when not actively taking customer calls.
  • Incident Management :
    • Follow Incident Management Process to create and update incident tickets, ensuring accurate data entry (e.g., categorization, resolution, and assignment).
    • Proactively manage incidents approaching Service Level Agreements (SLA) breaches and ensure timely incident restoration and closure.
    • Document actions and escalate high-priority incidents according to standard procedures.
    • Ensure quality review of all incidents.
  • Operational Monitoring :
    • Monitor Operational Bridge Manager (OBM) alerts and follow documented procedures to escalate and create incident tickets.
  • Escalation Procedures :
    • Use Everbridge for escalation handling, invoking appropriate templates and documenting all actions within incident tickets.
  • Reporting & Documentation :
    • Generate and distribute required daily reports.
    • Adhere to standardized work instructions from the Service Desk SharePoint and baseline library, communicating updates or changes to the Service Desk Team Leader.
  • Remote Work Procedures :
    • Follow documented procedures for remote work, including Avaya soft phone usage, Microsoft Teams bridge line setup, and remote incident handling (e.g., elevated system access, password resets, etc.).
  • Onsite Support (for locations near Dallas, TX ) :
    • Provide support for remote personnel, including vendor or law enforcement unit (LEU) escorts, tape management, shipping/receiving, and data center walk-throughs.
    • Assist with hardware removal and installation as needed, ensuring safe access to facilities.

Skills and Experience Required:

  • 1-3 years of experience in a Service Desk or IT support role, with familiarity in incident ticketing systems and event management.
  • Proficiency with MS Office Suite (Word, Excel, Outlook, PowerPoint).
  • Strong critical thinking skills and the ability to troubleshoot technical issues.
  • Excellent verbal and written communication skills, with a professional demeanor.
  • ITIL Foundation certification is preferred but not required.

Additional Information:

  • Ability to work effectively in a 24/7 environment with flexible shifts.
  • Must demonstrate professional behavior and attention to detail in all interactions

Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.

Report this job
  • Dice Id: mirmitch
  • Position Id: 8504825

Job Tags

Contract work, Remote job, Flexible hours, Shift work,

Similar Jobs

Highgate Hotels Corporate Office TX

Intern 2025 - Finance (Treasury & Optimization) Job at Highgate Hotels Corporate Office TX

 ...Highgate Hotels Highgate is a premier real estate investment and hospitality management...  ...hospitality property cycle, from planning and development through recapitalization or disposition...  ...and Finance division! As an Finance Intern you will play a key role within the... 

City of Philadelphia

Probation Officer Trainee - Juvenile Division Job at City of Philadelphia

 ...juvenile probationers in activities related to legal conditions of probation or parole. Employees in this class participate in various...  ...work under the close supervision of a higher-level probation officer. At this level the employee receives increased responsibility and... 

TELUS International

Remote Online Data Analyst(Chinese Simplified) Job at TELUS International

 ...and linguists. Our proprietary AI training platform handles all data types (text, images, audio, video and geo) across 500+...  ...and so much more.Position Open:The position will allow you to work from home as an Independent Contractor on a flexible schedule of up to 2... 

DW Simpson

Casualty Actuary, Pricing - Remote Job at DW Simpson

 ...pricing the same business day-after-day? Get exposure to new product areas and techniques. A leading P&C reinsurer is looking for an actuarial student with 3 years of pricing experience. This role requires the candidate to evaluate pricing models throughout the company,... 

Royal Caribbean Cruises, Inc.

Tailor Job at Royal Caribbean Cruises, Inc.

TailorAs a Tailor, you will make, alter, and repair everything linen-related, including bedspreads, curtains, cushion covers, and garments of guests, crew members, and staff. Working closely with the Inventory Manager, Linen Keeper, and Hotel Supply Supervisor, you are...