Service Desk Analyst

Reporting directly to the Team Leader, the Service Desk Analyst provides first level support for all technical issues experienced by BGIS users. The agent is expected to work in a shift work environment.

Requirements

• Responds to inquiries from various channels
• Provides first level support for all hardware and application issues
• Documents relevant issues and resolutions
• Provides training for new employees
• Prioritize and manage incidents, service requests and emails
• Manage user accounts and permissions
• Identify recurring problems and report them to relevant support teams
• Assist with maintaining Incident and End User Request Management process
• Maintain responsibility for off hours support (24/7)
• Develop and participate in assembling knowledge base articles and/or documentation for Service Desk use
• Monitor call volumes and queue wait times