Service Desk Analyst

Job Summary

Service Desk Analysts are managing one or more service desk channels. Acting as a point of contact to support service users and clients reporting issues, requesting information, access, or other services. Analysts respond to inquiries, and they evaluate and resolve issues relating to IT equipment and applications. They provide technical care for any aspect of the information systems unit, including system hardware, operating systems, applications, and networks.

Job Responsibilities

• Systematically interprets user problems and identifies solutions and possible side effects.
• Uses experience to address user problems and interrogates database for potential solutions with a priority to complete incidents or requests by First Call Resolution.
• Escalates complex or unresolved incidents by Swarming, to connect appropriate resources to the initial point of contact for seeing the issue through to resolution.
• Records ...