Kforce has a client that is seeking a Junior Service Desk Analyst in Houston, TX. In this role, you will serve as the first contact point within the Service Desk offering level 0 and level 1 support to associates and internal customers via phone calls, live chat support and manage non-critical single user escalation requests. Responsibilities: * Addresses and resolves reported non-major incidents and requests; Logs all incidents and requests in ServiceNow; Reassigns tickets to other support groups where First Call Resolution is not possible * Creates a positive customer support experience and builds strong relationships through clear problem understanding, ensuring timely resolution or escalation and handling customers with a consummately professional attitude * Analyzes and resolves incidents and requests regarding use of application software or hardware * Responsible for case ownership through the engagement of other support staff (service resources) involved in resolution to ensure incidents are resolved, requests are filled, and customer communication is complete * Works shift patterns as assigned to support associates and internal customers 24x7x365 * Documents all relative case information in ServiceNow to include troubleshooting steps, business/customer impact, and screenshots, if applicable * Meets and exceeds all defined performance metrics on a consistent basis which results in positive CSat and QA scorecards * Continuous growth in general knowledge of current corporate, division, and facility-specific products, increasing ability to resolve incidents and requests on first contact * Create or update knowledge articles to promote customer self-service and improve First Call Resolution of requests and incidents within the Service Desk * Available for after hours and on-call support as needed to maintain business continuity * Successfully completes required Corporate and Service Desk training objectives