Service Desk Analyst

Job Description Responsibilities: Providing first level support for all technical computer, telephony, network and application related questions, issues and problems Support users via the phone, web, email and anyone who walk up for help Responsible for following and enforcing Incident Management policies and procedures and coordinating support efforts between multiple IT support teams and locations to ensure Service Level Agreements are met and customer satisfaction is achieved Support Users as the "Single Point of Contact" for IT by logging Tickets (Incident, Request, Problem and Change) for all hardware, application, information and system issues Use various tools to troubleshoot, resolve and return Users to a "Normal" condition Communicate system status changes to Users Maintain strong relationships with Business and Support Team members and Vendors Use Ticket Report data and Customer Satisfaction feedback to monitor and improve quality Create and maintain department documentation and ensure Team members are updated on changes Improve skills through training and mentoring to increase the First Call Resolution Rate Use Customer Service and Technical skills to respond to Users needs Follow and enforce computer security policies Work within the team to support each other to meet the Service Desk goals Required qualifications: Formal education or equivalent High School Diploma 1-3 years of Technical Customer Service experience Basic skills: Analytical thinking- using logic and reason Communication skills interpersonal, presentation and written Computer savvy skilled in the use of software Integration joining people, processes or systems Problem solving Work under pressure recognize urgency and impact, along with dealing with upset users Specialized skills, knowledge or certifications unique to this role: ITIL Certifications 1-2 years of direct experience in a PC support environment utilizing a Helpdesk ticketing system 1-2 years of experience in PC/Laptop configuration and support within an enterprise networked environment Minimum of 1 year of experience providing telephone support

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