IT Service Desk Analyst

We are looking for Service Desk Analyst with 2 to 5 years of experience. Required Skills: on call support/customer support, ITSM tool, incidents management, ticketting and troubleshooting.

Requirements

• Answers and responds to inbound calls —chat—email from end-users regarding issues
• Creates and documents all support calls from the user community into the service desk tracking software (ITSM tool)
• Applies skills to resolve all technical trouble tickets at the service desk before referring to technical support
• Analyzes and resolves all application software or hardware incidents and requests from end-users
• Ensures to log and tracks incidents and requests from identification through resolution stages
• Follows up with reported complex incidents to ensure they are resolved, requests are filled, and the customer communication is complete
• Updates general knowledge of current corporate, division, and facility-specific products, as well as improving the ability to resolve requests on first contact
• Ensures accurate and necessary information is obtained by utilizing Remedy Templates when available
• Responsible for providing on-call support as needed
• Flexible for 24/7 support when required
• Establishes and develops relationships with other IT&S teams through frequent constructive communication
• Responsible for identifying shortcomings for implementing process improvements
• Complies with and supports IT&S standards, policies, and procedures
• Logs incidents and requests into appropriate product categorization
• Ensures timely resolution or escalation of incidents, and promptly communicates on progress to end-users
• Handles customers’ issues or requests with a professional attitude

Benefits