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Service Desk Tier 1 or 2

Columbus, OH, US

Requisition Number: 76495 

Position Summary:

The Service Desk Tier II Analyst’s role within the Insight Service Desk is to provide timely end-user support of IT requests and incident support issues via phone/email or chat sessions. Typically, the Tier II Analyst supports 9 or more customers of a daily basis, or, is associated with a single skills-based pod (e.g. Mobility).  The primary responsibility is to resolve procedural-based incidents and requests for Insight and customer end-users in accordance with SLAs and customer satisfaction requirements.  Supported areas include, but are not limited to, Insight employees and customer end-users as identified within contracts. 


Essential Duties and Responsibilities (include but are not limited to the following):


Incident and Request Resolution

  • Respond to phone calls, emails and chat sessions in a timely manner.
  • Provide overflow phone/email or chat support to multiple pods
  • Create incident and request tickets for all applicable communication sessions.
  • Maintain call control for end-users to ensure ticket resolution (e.g. call customer back if required to resolve an issue).
  • Provide outstanding customer support during all customer communications.
  • Properly document tickets and adhere to ticketing policies and procedures.
  • Resolve procedural-based requests and incidents in accordance with resolution SLAs. 
  • Accurately update and resolve incident tickets and requests in accordance with Service Desk policies and procedures.
  • Escalate critical issues immediately to management.
  • Escalate non-resolved incidents to management prior to SLAs expirations.
  • Continuously evaluate urgency/impact and escalate calls to management as appropriate.


Call Management & Ticket Handling

  • Escalate all non-documented issues to the Tier III or Lead on-shift to ensure proper knowledgebase articles are updated in a timely fashion.
  • Escalate all non-resolvable issues to the Tier III or Lead on-shift to ensure accurate resolution.
  • Provide secondary overflow call, email and chat support as needed.


Documentation and Continuous Improvement

  • Assist in the maintenance of knowledgebase documentation
  • Recommend improvements in process and procedure to improve customer satisfaction.
  • Participate in quality control measures and provide constructive feedback to management.


Minimum Qualifications

  • Excellent oral communication skills
  • Prior experience working with a ticketing system
  • 3-5 years of experience working in a Call Center, Help Desk and/or Service Desk environment
  • Minimum 1 year of Service Desk experience
  • Demonstrated Working knowledge of network, systems, storage, security and/or desktop computer devices
  • High energy and enthusiasm along with a high attention to detail.
  • Must be a self-starter, highly motivated, dependable and possess a strong work ethic.
  • Flexible and able to function in a “hands-on" environment.
  • Positive and professional image.
  • Fluid English skills in speech and excellent writing capabilities


Additional Qualifications Desired

  • Associates Degree in Information Technology Preferred
  • 2 to 3 years of Service Desk experience
  • 5-7 years of Call Center, Help Desk and/or Service Desk experience
  • Prior Service Provider experience
  • Prior experience working with ServiceNow


Physical Demands

  • Climbing: Ascending or descending stairs and the like, using feet and legs and/or hands and arms.
  • Light work: Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently, and/or a negligible amount of force constantly to move objects.
  • The worker is required to have close visual acuity to perform an activity such as: preparing and analyzing data and figures; transcribing; viewing a computer terminal; analyzing data based upon color and distinguishing incident priorities based upon color differences.


The position described above provides a summary of some the job duties required and what it would be like to work at Insight. For a comprehensive list of physical demands and work environment for this position, click here.


Today, every business is a technology business. Insight Enterprises, Inc. empowers organizations of all sizes with Insight Intelligent Technology Solutions™ and services to maximize the business value of IT. As a Fortune 500-ranked global provider of digital innovation, cloud/data center transformation, connected workforce, and supply chain optimization solutions and services, we help clients successfully manage their IT today while transforming for tomorrow. From IT strategy and design to implementation and management, our 11,000 teammates help clients innovate and optimize their operations to run smarter. Discover more at

  • Founded in 1988 in Tempe, Arizona
  • 11,000+ teammates in 21 countries providing Insight Intelligent Technology Solutions™ for organizations across the globe
  • $9.2 billion in revenue in 2018*
  • Ranked #430 on the 2019 Fortune 500, #14 on the 2019 CRN Solution Provider 500
  • 2019 Adobe Americas Partner of the Year, 2019 Cisco Global-Americas Partner of the Year, 2019 Intel IoT Solutions Partner of the Year, Microsoft U.S. Azure Partner Choice Award for Data/AI, Microsoft Azure Expert Managed Services Provider 
  • Ranked #23 on the 2019 Fortune 50 Best Workplaces in Technology, #70 on the 2019 Fortune 100 Best Workplaces for Diversity, and #7 on the Phoenix Business Journal 2019 list of Best Places to Work (Extra Large Business)
  • Signatory of the United Nations (UN) Global Compact and Affiliate Member of the Responsible Business Alliance

* Proforma to include PCM, Inc. for fiscal year ended Dec. 31, 2018


Today's talent leads tomorrow's success. Learn about careers at Insight:


Insight is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, sexual orientation or any other characteristic protected by law.



Posting Notes: Columbus || Ohio (US-OH) || United States (US) || None || None || US - Columbus, OH ||

Nearest Major Market: Columbus
Nearest Secondary Market: Dublin

Job Segment: Developer, Service Desk, Supply, Cisco, Data Center, Technology, Customer Service, Operations

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