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About TSR:

TSR is a relationship-based, customer-focused IT and technical services staffing company.

For over 40 years TSR, Inc. and its wholly owned subsidiary, TSR Consulting Services, have prospered in the Information Technology staffing business, earning the respect of companies both large and small with well refined candidate screening, timely placement, and a real understanding of the right skill sets required by our clients.

Mission & Vision

We do not believe in building a vision around the company but building a company around our vision, which is simply;

Every employee’s voice matters, their effort is appreciated, and their talent is rewarded.

We challenge each employee daily, to raise the bar on how we treat our consultants and candidates. For far too long in this industry, candidates have been ghosted, lied to, or placed at a client and then forgotten about. Each day our staff works tirelessly at qualifying and placing, top talent with our clients, in a compassionate and caring manner.

Not every candidate is a match for the job, but every candidate and consultant will be treated with respect and professionalism.

Service Desk Analyst

Job Description

  • Location: San Francisco, California
  • Type: Direct Placement
  • Job #80813

Our client, a leading legal company, is hiring a Service Desk Analyst on a contract basis.
Job ID #: 80813

Work Location:
San Francisco, CA

Summary:

  • Receive, log and manage calls from local staff and the Service Desk and from the Global Network team.
  • Act as a point of contact for working remotely with the service desk team regarding IT issues and queries which may involve hardware and software.
  • Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner.
  • Maintain a high degree of customer service for all support queries and adhere to all Help Desk processes and procedures.
  • Escalate unresolved calls to the NY Service Desk and or Service Desk team leaders.
  • Participate in weekly and bi-weekly meetings involving service desk and team leaders.
  • Participate in and support firm related events on or off site.
  • Support and monitor LAN and WAN systems in both offices.
  • Configuring and setting up end- user equipment.
  • Travel between the San Francisco and Palo Alto (Silicon Valley) offices as needed to address IT issues on-site

Required Qualifications:

  • A minimum of 4 years of previous IT Service Desk and/or Call Center experience
  • Strong oral and written communication skills
  • Ability to multitask in a fast-paced environment
  • Experience working with employees at all levels including senior management
  • Excellent organizational skills and strong attention to detail
  • Strong customer service focus and experience.
  • Strong analytical and problem-solving skills.
  • Strong interpersonal and communication skills with excellent telephone manner.
  • Ability to effectively document in detail, events pertaining to open issues.
  • Strong knowledge of Lenovo hardware, and mobile devices (iPads, iPhones, & Android).
  • Knowledge of network systems (routers, switches, LAN, WAN,TCP/IP stack),  ability to identify network and systems issues
  • Hands-on experience on common hardware and software MS O365, Windows 10, Zoom Room, Poly conference units and HP printers.
  • Knowledge of IT Service Management concepts required
  • ITIL 4 certification preferred
  • Ability to travel between offices as needed

Pay Range: $55- $60/ hour
 

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