IT Service Desk Analyst (1st Line)

Atlanta, Georgia 30328

Post Date: 06/05/2018 Job ID: 7419 Category: Other Area(s)

Our client, established in 2006, has a talent force of over 500 employees mostly operating out of 5 major cities - New York, Atlanta, Chicago, Los Angeles and San Francisco.   They have recently established a strong presence in Atlanta, with over 150 employees and growing.   This is a very successful organization with a collaborative culture that encourages diversity and entrepreneurial thinking.   

IT Service Desk Analyst (1st Line)

Services Delivery Team is comprised of 1st Line and 2nd Line Generalists and 3rd Line Specialist Engineers. The IT Service Desk Analyst will provide essential 1st Line support, deliver application and infrastructure components of projects and contribute to proactively managing the Infrastructure services to improve automation and increase quality and resilience.
  • Deliver 1st and 2nd Line Service Desk support (break / fix problems and service requests) effectively and in accordance with agreed service levels, standards and processes, working remotely and locally with business users
  • Develop and maintain good working relationships with key staff and managers in the business and in other teams within IT
  • Escalate issues which are beyond the jobholder’ s technical capability or resource capacity in an effective manner to optimize the quality of service provided to the business
  • To work with other IT Service Desk staff and 2nd Line Infrastructure and Application Support teams effectively to ensure that excellent end-to-end IT support services are provided

  • 3-5 years of extensive experience providing IT support in a similar role
  • Understanding of IT operational support frameworks, including incident management, problem management, change control, service level measurement and reporting. An understanding of or qualification in ITIL would be a plus
  • MCSE certification is desirable
  • Possess a strong technical understanding of the standard hardware and software supported by (Office 365 / MS Office / Exchange / Active Directory / Citrix / Cisco Video Conferencing and IP Phones)
  • Self-motivated with a “ can do” attitude in responding to the challenges presented by front-line IT support
  • Experience in implementing improvements to IT operational support services and in installation and configurations.
  • Possess strong analytical and problem-solving skills
  • Knowledge and experience in the financial services sector a plus
  • Strong customer-facing skills with the ability to build and maintain working relationships with customers at all levels

About JDC Group

JDC Group is a technology recruiting and staffing company based in Atlanta, Georgia. Founded in 2005, we connect exceptional technology talent with successful companies all over North America to form productive teams. We were voted one of Atlanta’ s Best and Brightest Companies to Work For® and named one of Inc. 5000’ s Fastest-Growing Private Companies in America. To learn more about us, please visit
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