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IT Service Desk Analyst in Southfield, MI at GTA

Date Posted: 10/2/2018

Job Snapshot

  • Employee Type:
  • Job Type:
  • Experience:
    At least 3 year(s)
  • Date Posted:

Job Description

Title: IT Service Desk Analyst
Job ID: 18-00623 (LR-REQ-00566)
Location: Southfield, MI
Pay Rate: Open and Highly Competitive
Additional Benefits: Health, Dental, Vision, 401(k), company paid holidays and more!
Type of hire: Long-Term Contract

Our client who is a Tier 1 automotive seating supplier is seeking an IT Service Desk Analyst who possesses a Bachelor's degree and/or equivalent work experience along with 3+ years' experience as an IT Service or Help Desk analyst who is bilingual in Spanish & English.

Position Responsibilities:
  • Track customer issues and requests that are received by phone or self-service tickets in our Service Manger system.
  • Utilize Service Management system to track IT Issues and Requests
  • Incident management and request fulfillment.
  • Provide exceptional customer service for our internal customers.
  • Write Quality Tickets; Excellent investigation and record keeping o Incident Management
  • Resolve level 0-1 issues
  • Request fulfillment
  • Fulfill standard service requests level 0-1
  • Follow Standard Operating procedures

Position Requirements:
  • 3+ years' experience as an IT Service or Help Desk analyst.
  • Experience and understanding of Technical terminology dealing with infrastructure and applications
  • Know how and when to escalate
  • Assesses Impact & Urgency
  • Ability to understand computer systems and the function they perform.
  • Effective customer service skills, friendly and courteous.
  • Proficient in using MS Office applications
  • ITIL foundations concepts a plus
  • Effective verbal and written communication skills.
  • Proven knowledge and understanding of problem solving.

Skills Preferred:
Measured on:
  • First Call Resolution
  • First Level Resolution
  • Quality tickets
  • Ticket handling time
  • Customer feedback survey

  • Junior level toward Bachelor's Degree and/or Equivalent Work Experience
  • Education to be in the following or a related area: Computer Information Systems

Language Requirements:
  • Must be able to speak and understand English.
  • Bilingual in Spanish and English
  • Bilingual skills a plus, Languages – Spanish, Mandarin, German, or Hungarian.

GTA Questions:
  1. Do you have experience as an IT Service or Help Desk analyst? ( If yes, please explain where)
  2. Which other languages do you speak besides English?
  3. Please provide details of any specific achievement(s) that you would like to highlight from your career that would make you a great fit for this position?
  4. What is the highest level of education you have completed? Which field of study is this degree in and from which university did you graduate?
  5. Are you currently working? If not, when was your last day of employment?
  6. What is your 'acceptable and 'ideal base compensation for this position? We would like to make sure we don't price you out of consideration, but you know what the numbers are that you need (Please Do Not put negotiable)
  7. When would you be available to interview and start this position, if selected?
  8. If you currently do not live near the job location and the commute is too far for you, are you willing and able to relocate at your own expense?
  9. Do you require a visa sponsorship? If you currently have sponsorship, other than a TN visa, please state the type of sponsorship and when it will expire. Please give month and year. If you are able to receive extensions to the sponsorship, please note how many additional years.

Please note that if you are a current GTA employee or have been placed by GTA at one of our clients, we will not be able to entertain moving you. However, we are hopeful that you may know someone else who is qualified and as such you would still be eligible for our generous referral bonus program detailed below.

If you are able to refer a person we do hire, we can offer up to $250 for contractors after they are on the job for 90 days and up to $500 for direct hires after they are on the job between 90 days to 180 days, depending on customer payment terms.