Kelly Services is seeking a Service Desk Analyst for leading insurance company located in Nashville, TN*.*If this position may be interested to you, please email me back at somp767@kellyservices.com (with your most up to date resume in word format) and advise the best time and number at which you can be reached.*Job Title: Service Desk AnalystLocation: Nashville, TN, 37201Type: ONLY on W2 contract Length: 6 monthsPay Rate – $16.62 per hourSchedule: Mon - Fri 9:00am - 6:00pm Central time zone* Must be local to Nashville, TN.General Description and Scope of RoleThe Service Desk Analyst 1 is responsible for delivering first-level service and support of end-user service requests and computing issues to include, but not limited to:- Internationally offices and call centers- - All remote and work at home employees- - External access to internal systems- - All end-user devices and software that connect to the Asurion network.- The position requires a commitment to end-user satisfaction and experience in driving process improvement.Summary of Responsibilities:• Provide 24/7/365 first level IT support, may require all shift work availability.• Work with Asurion end-users to fulfill service requests and resolve incidents that have been raised by approvedintake methods, including but not limited to phone and ticket portal.• Achieve individual and team goals including quality.• Organizes workload to meet deadlines as assigned by the team leadership.• Build and maintain relationships with all IT and applicable business units.• Maintains awareness of the current and forecasted states of the IT environment.• Stay informed of current or changing trends in IT operations including the current and new offered services,policies, procedures and other external changes that could have an impact on service desk services.• Adhere to service desk best practices and process frameworks, such as the ITIL.• Maintain the knowledge base repository, improving end-user satisfaction and reduce costs by increasing first contact resolution.• Recommend productivity improvement plans by identify areas of transforming manual processes into automated orself-service solutions.• Review and attend training for all current, revised or new offered services for service execution.• Maintains a working knowledge of Asurion's applications and system integration• Escalates issues to leadership in a timely and appropriate manner.• Develops a proficient level of understanding of the Asurion business models.• Adheres to all departmental policies, process and procedures as assigned by the team leadership.Essential Job Functions• Maintains ITIL-based best practices for Asurion-wide service desk processes.• Capability to support application and use of systems, tools, and processes within the scope of the service desk.• Maintains a working knowledge of Asurion's applications and system integration and is able to escalate appropriately to engage Level 1/2/3 teams for support.• Promotes customer satisfaction and quality customer service.• Models Asurion’s Core Values.Experience and Educational Requirements• Associates or Bachelor’s degree in Business, Computer Sciences or IT related field (equivalent combination ofrelated education, training, and experience may be considered)• Minimum 1 year experience in technical support• Basic understanding of ITIL framework, Foundation certification a plus• Relevant IT disciplines or certifications• Knowledge of common ticketing tools, ServiceNow tool suite a plus• Skill in diagnosing and troubleshooting technical problems• Good oral and written communication skillsThanksSoma PatanaikProfessional Technical RecruiterKelly Services, IncSomp767@kellyservices.comPhone- 630-270-7630 ThanksSoma PatanaikProfessional Technical RecruiterKelly Services, IncSomp767@kellyservices.comPhone- 630-270-7630      Why Kelly®? By partnering with Kelly® IT, you’ll have direct connections to top companies around the globe—giving you the chance to put your tech skills to work on some of today’s most intriguing, innovative, and high-visibility projects. In a world where change is the only constant, our unparalleled connections and IT market expertise help you take your skills exactly where you want to go. We’re here to help you gain experience, keep learning, and move your career forward. About Kelly® At Kelly, we’re always thinking about what’s next and advising job seekers on new ways of working to reach their full potential. In fact, we’re a leading advocate for temporary/non-traditional workstyles, because we believe they allow flexibility and tremendous growth opportunities that enable a better way to work and live. Connecting great people with great companies is what we do best, and our employment opportunities span a wide variety of workstyles, skill levels, and industries around the world.Kelly is an equal opportunity employer committed to employing a diverse workforce and providing accommodations for people with disabilities in all parts of the hiring process as required under its Employment Accommodation Policy. Kelly will work with applicants to meet accommodation needs that are made known to Kelly in advance.]]