Service Desk Analyst

Service Desk Analyst

04 Apr 2022
Georgia, Atlanta, 30301 Atlanta USA

Service Desk Analyst

Vacancy expired!

Scope of Work/Key Responsibilities:
  • Monitor telephone system and take calls from APS users
  • Log all reported incidents, Fulfillment Requests (Service Requests) and attempt to resolve issues at 1st contact in accordance with established SLA's
  • Escalate incidents to level 2 or level 3 support according to established processes and procedures
  • Track and follow-up on incidents escalated to technical teams to ensure issues are resolved promptly and closed
  • Remotely connect to user computers and assist with resolving issues as necessary.
  • Perform proactive support activities including but not limited to:
    • o Ensuring that antivirus software installed on all machines and scans are completed routinely.
    • o Update user and asset information in database (as necessary)
  • Provide support for APS IT projects (as needed)
  • Follow established processes and procedures.
  • Report to IT any suggestions that will improve process or make support easier or more efficient
  • Maintain exceptional customer service posture at ALL TIMES
  • Document work performed (and steps to resolve issues) at all times within ticketing system for audit or knowledgebase purposes
  • Record and submit checklists or other documentation as required

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    Paramount Software Solutions, Inc
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