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Service Desk Analyst
Southfield, MI

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Posted 11/25/2019

Required Skills

  • Effective verbal and written communication skills
  • Proven knowledge and understanding of problem solving
  • Ability to understand computer systems and the function they perform
  • Effective customer service skills, friendly and courteous
  • Proficient in using MS Office applications
  • 3+ years’ experience as a IT Service or Help Desk analyst
  • Experience and understanding of Technical terminology dealing with infrastructure and applications Language
  • Required Education, Training and / or Experience
  • Junior level toward bachelor’s degree and / or Equivalent Work Experience 

Job Description

  • Utilize Service Management system to track IT Issues and Requests
  • 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
  • Assesses Impact & Urgency
  • Follow Standard Operating Procedures Measured on:
  • First Call Resolution
  • First Level Resolution
  • Quality tickets
  • Ticket handling time
  • Customer feedback survey 


Reliance One, Inc. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.


This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

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RELIANCE ONE, INC.

1700 Harmon Road, Suite One

Auburn Hills, MI 48326

248-922-4500


Copyright 2015 Reliance One, Inc.

All rights reserved.