Service Desk Analyst I

Make a difference. Be happy. Grow your career.

Responsibilities

• Provides Level I Support Desk coverage.
• Answers, evaluates, and prioritizes incoming telephone, voice mail, e-mail, chat, and in-person requests for assistance from users experiencing problems with hardware, software, networking, and other computer-related technologies.
• Uses established procedures and experience to determine the nature of the problem and provide solution to customer satisfaction in a timely and accurate manner adhering to established SLA’s.
• Handle problem recognition, research, isolation, resolution, and follow-up for routine user problems, referring more complex problems to supervisor, Analyst or technical staff.
• Interact with internal I/S support personnel in troubleshooting and solving problems and issues in a timely and accurate manner.
• Interview user to collect information about problem and lead user through diagnostic pro...