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Service Desk Analyst
Primary Responsibilities:
Responding to Service Desk customer calls, e-mails, v-mails or other contacts
Monitoring the status of all open service requests
Performing troubleshooting on the clients standard operating environment including Workstations, Servers and related equipment, and all other hardware components and peripherals
Closing all resolved service requests and ensuring customers are satisfied with resolutions
Documenting and recording troubleshooting activities, in detail
Performing random customer follow ups to ensure customer satisfaction of issues resolved by support groups other than the Help Desk
Resolving issues within the Service Desk Statement of Work
Maintaining extensive knowledge of Help Desk Policies and Procedures
Escalating service requests outside the Statement of Work or Level I skill set
Keeping up-to-date with the latest advancements both through formal training, provided on-line training, and self-study
Basic troubleshooting skills, previous IT experience, Solid customer service and phone skills needed
Multiple shifts available; immediate need
