Kelly Services has an immediate opening for a Level I IT Service Desk Support Analyst at our IT Service Desk. As part of the internal Kelly IT organization, our IT Service Desk is staffed M-F from 5:30 until 8:30 EDT. At Kelly we pride ourselves on staffing our Service Desk with top IT Support professionals who show promise to advance elsewhere within IT. Our IT Support staff is centrally located in Troy, Michigan near our Corporate Headquarters facility.

We invite you to take a close look at what we have to offer as we begin our transformation to adopt the industry best practices of the Information Technology Infrastructure Library (ITIL).

The Level I, IT Service Desk Analyst will provide quality customer service in support of Kelly corporate and field branch offices, Kelly temporary employees, and Kelly customers. IT Service Desk Analysts are expected to become Subject Matter Experts in one or more of 5 core competencies:

• The Desktop Computing Environment (DCE), including Windows
  XP, 2000 and NT OS environments
  
• Common off the Shelf (COTS) based shrink-wrapped desktop
  applications including Lotus Notes, MS Office, MS Project, MS
  Visio, I.E., MS Outlook, etc.
  
• Common off the Shelf (COTS) based Business Applications '
  Oracle, PeopleSoft, etc.
  
• Kelly's internet and intranet proprietary business
  applications in Web, distributed N-tier, mainframe and Citrix
  environments
  
• Kelly's outsourced business applications hosted in ASP Web
  services environments

All applicants are expected to have solid troubleshooting and strong customer interface skills, be able to provide ongoing communication on incident status, escalate to functional support teams as required, to advise supervisors of common-cause operational issues, and to contribute to the internal adoption and improvement of core Service Support processes based on the ITIL process framework.

As a Level I IT Service Desk Support Analyst you will also be responsible for helping the team meet Service Level Objectives for:

• First Call Resolution
• Speed To Answer
• Call Abandonment rates
• Mean Time To Resolution for each incident Severity classification
• Quality Assurance
• Customer Satisfaction Index

Minimum qualifications include a Bachelors degree (CIS or MIS) and 2-3 years IT Service Desk and/or Customer Contact Center experience. Candidate must have proficiency and the ability to troubleshoot, isolate, and resolve problems, with excellent oral and written communication skills, strong interpersonal skills, advanced knowledge of computer systems (Windows, XP, MS Office, and Lotus Notes), and knowledge of remote support tools (Alteris, Cisco Webex). The preferred candidate will have 1 year of Kelly Branch experience and/or technical support experience. Candidates will provide support to the global Kelly infrastructure and must be available to work various rotating shifts from 5:30 AM - 8:30 PM EDT, Monday through Friday. Bi-lingual in Spanish or French Canadian is a plus.

Kelly Services is an equal opportunity employer committed to employing a diverse workforce.