Title: Service Desk AnalystLocation: Remote (United States)Ever wanted to know more about working at an airport? Here is your chance to find out as ServiceTec, the leading independent provider of managed IT services to the aviation industry has an exciting recruitment opportunity for a remote position of Service Desk Analyst. If you are looking for an exciting challenge whereby no two days are the same, then this position may be for you. Further information on this role is detailed below:FLSA Status and Hours: This is a full time, salaried, non-exempt role: 40 hours a week. We are hiring the multiple shifts. Salary and benefits information will be provided should you be selected for an Interview.About Us: ServiceTec is the world's leading independent provider of managed IT services for airports and airlines. We have offered world-class support for IT systems at airports since 1989. With multiple bases in North America and Europe, we have an unsurpassed reputation for the maintenance and support of business critical systems across the entire airport infrastructure.Our genuinely outstanding level of service has been demonstrated by the systematic extension, re-award and expansion of multiple existing contracts with clients across North America and Europe. This unrivaled approach has enabled ServiceTec to achieve and maintain its objective of developing strong, sustained and beneficial partnerships with airports and airlines throughout the world.ServiceTec Culture:ServiceTec is a people oriented company. We value our employees, believing they should be treated fairly, with courtesy and respect.We believe people work better when they feel supported and know that there is a team behind them. We nurture talent and our philosophy is to promote from within.We consistently recognize those employees who go "above and beyond."Benefits:Excellent healthcare benefits: Medical and Dental401K including an employer matchPaid time-off and sickness leavePaid Military LeavePosition Overview: The Service Desk Analyst is responsible for ensuring the Company's contractual commitments, goals and timelines are met through first-level day to day support and maintenance of the supported IT systems contracted to ServiceTec. The Service Desk Analyst must be fully aware of all functional provisions of agreements contracted to ServiceTec where the US Service Desk has a stake-hold.Responsibilities:Conduct call center activities for incident handling, quality control, and escalation to appropriate groups for all supported services to include, answering phones, emails, chat and self-service generated tickets.Provide first-level technical support for all issues reported to the Service Desk for all services under the terms of the contract utilizing approved processes, procedures, scripts and knowledge articles.Ensure workflow and quality of work meets or exceeds the remedial and routine performance criteria stated within the Statement of Work and the goals set forth by management or ServiceTec.Ensure compliance with any technical changes or new technical requirements and ensure continuing improvement to the support and maintenance of the systems. Recommend improvements and upgrades where necessary.Sustain an excellent personal professional relationship at all levels with those organizations and personnel requiring interaction under the terms of the contract.Attend all meetings relevant to the company's contractual obligations as instructed/directed by management.Participate in on-call rotation for services provided after hours.Provide technical advice for the development, design, and systems integration for client engagement from definition phase through to implementation and transition to support.Work with management to ensure proper communication has taken place on all aspects of the support and maintenance of the systems, including any absence, be it planned or sudden.Ensure all planned absence is approved by management and ServiceTec.Other responsibilities/duties as needed.Qualifications:Function holder's minimum qualifications and experience should include:High School or College diploma with proven customer service experience.Knowledge of call center, help desk, or service desk operations.Knowledge of MS Windows and Windows-based software required.Thorough knowledge of computer hardware diagnostics and repair required.Must possess excellent verbal and written skills.Must be a self-motivated individual who can perform with minimal direction, using sound judgment and creativity in solving highly complex technical problems.Must possess the ability to work in a stressful environment and use professional etiquette when dealing with airport and airline personnel, associated customers, and outside vendors.For Immediate consideration, please send in your resume and cover letter, including salary expectations which be treated in confidence.ServiceTec International, Inc. is an Equal Opportunity Employer and will comply with all applicable local, state, and federal statutes concerning equal employment opportunity with regards to all employees whether full time, part time, casual, temporary, and seasonal or contract.The company will not discriminate on grounds of sex, trans-gender status, sexual orientation, religion or belief, marital status, civil partnership status, age, race, ethnic origin, color, nationality, national origin, disability or on other grounds not prohibited by legislation.We are thankful to receive any applications; however, only those selected for an interview will be contacted.Your application will be held on file indefinitely, if you wish to have your personal data removed, please follow the instructions in the application acknowledgement email you will receive.