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Service Desk Analyst
Avon Lake
, Ohio Contract
On-Site
Service Desk Analyst
Avon Lake, OH
The Service Desk Analyst is to the customers champion in addressing IT – related needs. This position provides professional and effective IT Service Desk support services to the end users via telephone, email or remote access on a variety of technical issues and problems.
Service Desk Analyst Responsibilities:
Service Desk Analyst Requirements:
Avon Lake, OH
The Service Desk Analyst is to the customers champion in addressing IT – related needs. This position provides professional and effective IT Service Desk support services to the end users via telephone, email or remote access on a variety of technical issues and problems.
Service Desk Analyst Responsibilities:
- Provides level 1 customer and technical support, including how-to questions, to customers through inbound phone and email requests.
- Independently identifies, troubleshoots, documents, and replicates simple to complex customer problems and then resolves or escalate complex problems according to escalation procedures.
- Applies existing technical skills and begins to develop advanced skills using tools and equipment appropriate for the position.
- Retains ownership of all cases throughout the resolution process which may require follow-up with customers and involvement with other IT groups.
- Reports enhancement requests and defects receiving from customers regarding hardware, applications or documentation and communicate to appropriate IT personnel.
- Participates in the knowledge creation and maintenance process.
- Carries out level 1 tasks such as password changes, user account creations, deletions, archiving, assisting user with additional and removal of printers on a PC, assisting users with commercial software and mission-critical system issues.
- Participates in the continuous improvement of Service Desk processes, communications and relationship with both customers and the rest of IT.
- Acts as executive (c-suite) IT support back-up and is responsible for providing executive IT support when primary Executive Support Analyst is out of the office or otherwise unavailable.
- Enter, tracks and maintains incident tickets in Service Now ticketing system.
Service Desk Analyst Requirements:
- 1-5 years’ experience troubleshooting in a help desk/service desk environment.
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