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L1 Service Desk Analyst

Cary, NC 27511

Posted: 01/18/2023 Job Number: z5G7h3l6a1kMvyS65NP3c0SxJyqtP4pvuZ9g1KDM1sA= Pay Rate: 14-15 Hourly USD

Job Description

Job Title:       L1 Service Desk Analyst

Location:     Cary, NC 27518

Mode:          FTE/ Contract


Is remote option available during COVID: No (Onsite required from Day 1)

Required :-
  1. Logged in and ready to take calls at shift start time
  2. Availability > 7 Hours and 20 Minutes
  3. Shift Duration = 9 Hours
  4. Complete 2 Queue tickets daily (leads will assign tickets) “dashboard creation.  Expectation minimum to 2 tickets” – need a process breakdown created below
  5. Share Open unassigned tickets dashboard (leads)
  6. Agent is responsible for at minimum working 2 unassigned tickets daily (subject to change)
  7. Agents can assign unassigned tickets to self
  8. Leads can assign tickets to agents
  9. Adhere to break and lunch Flex schedule
  10. Read and action HCL email daily
  11. Read and action Mail 2x daily
  12. Respond to Leads and Managers in chat within 5 minutes
  13. Complete time sheet by end of week (and by cutoff date)
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