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Service Desk Analyst Intern job in Ephrata

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Job Ref:  31579
Employer:  WSP Group
Country:  United States
City:  Ephrata
18/10/2016 05:12
WSP and Parsons Brinckerhoff have combined and are now one of the world's leading engineering professional services consulting firms. Together we provide services to transform the built environment and restore the natural environment, and our expertise ranges from environmental remediation to urban planning, from engineering iconic buildings to designing sustainable transport networks, and from developing the energy sources of the future to enabling new ways of extracting essential resources. We have approximately 31,500 employees, including engineers, technicians, scientists, architects, planners, surveyors, program and construction management professionals, and various environmental experts. We are based in more than 500 offices across 39 countries worldwide. NA

Position Summary:

This internship position will be reporting to the Service Desk Manager, this role provides first line IT support for WSP|Parsons Brinckerhoff. This includes US employees and contractors working from branch and project offices as well as remote locations. The Service Desk Analyst will provide timely, customer-focused support of our IT Services with a goal of first line resolution of incoming incidents and requests.

Key Duties:
      • Provide first line support ensuring end to end ownership and resolution of incidents and requests.
      • Properly log, categorize, prioritize and document all incidents and requests.
      • Add to and improve the knowledgebase needed within the Service Desk to on empower all SDAs to meet the goal of first line resolution.
      • Respond to and follow up on all owned incidents to maintain SLA compliance and ensure timely restoration of impacted users, systems or services.
      • Understand and properly respond to Business critical incidents (Major Incidents), the implications to the Business, and ensure resolution of them with appropriate priority.
      • Work closely with IT Service Operations teams to coordinate 2nd and 3rd line support and channel communications between the impacted user(s) and higher tiers of support.
      • Respond to, validate and assist in the fulfilment of approved requests for in-scope IT equipment and access.
      • Use and maintain proper training on appropriate tools, including a common knowledge database.
      • Maintain a strong customer orientated mindset, providing compassionate support and acting as a champion for the business.

Job Requirements
Qualifications and Experience:
      • Strong customer service skills.
      • Excellent written and verbal communication skills.
One or more of the following certifications is preferred:
      • Pursuing an associated degree in Computer Science is required
EOE / Veteran/ Disability/ Gender (M-F) /Gender Identity/ Sexual Orientation
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