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 procedures to determine source of error.
• Determine whether problem is caused by hardware such as modem, printer, cables, or telephone.
• Document the problem via the Service Now application, in detail, with problem resolution or when appropriate, escalating the problem to the team Lead.
• Provide status feedback and/or appropriate forms to customer as required.
• Provides training on IT activities to internal and external customers and documents all procedures and policies as requested by management.
• Maintain professional demeanor and telephone etiquette in dealing with internal and external customers.
• Maintain a positive attitude in a service-oriented environment.
• Perform Customer Support Operator functions as requested by management.
• Proficient with Microsoft Office Suite, email, intranet, internet and other systems