The IT Service Desk Analyst provides technical support to level 1 frontline calls, tickets, and alerts. Duties include hardware and software support for internal business users.
This position is responsible for resolving 75% of tickets on first contact while ensuring excellent customer service.
RESPONSIBILITIES:
• Handle Level 1 inbound calls
• Basic understanding of operational procedures
• Escalate problem tickets within department guidelines when unable to resolve
• Communicate regularly with other Service Desk Analysts, Technical Analysts, Team Leaders, Data Management personnel and Hardware Vendors
• Basic understanding of ticketing system to open / close tickets
• Assist with Alerts and Self- Service Incidents
• Follow up on dispatched tickets
KNOWLEDGE AND SKILL REQUIRED:
EDUCATION:
• Some College preferred or equivalent experience
• Preferred A+, CCNA, or Net + Certifications
EXPERIENCE:
• Minimum of 1 year customer service experience
SKILLS AND OTHER REQUIREMENTS:
• Beginning organization skills
• Beginning oral and written communication skills
• Beginning problem solving ability
• Beginning understanding of computer concepts (PC fundamentals, Operating systems)
• Basic understanding of system software and hardware
• Must be able to work mid to late shifts and some weekends as needed