Address
Form of workSeeking a Service Desk Analysts to determine the full scope of the user's issue; whenever possible, and directly resolve technical issues as they arrive. Escalate a request to a higher-level IT support specialist. Document inquiries and provide supervisors or specialists with notes regarding the problem, steps they have taken, and their diagnosis of the user's problem. Maintain detailed records of user issues with software and hardware, which helps diagnose and repair more complex cases and provide IT departments with data regarding recurring issues and problems.
Responsibilities
- Provide daily network status reports to the operations team.
- Create monthly metrics and reporting of Service Desk tickets.
- Provide direction on IT support issues, and keep appropriate staff informed of issues or concerns.
- Receive, manage and help to resolve online, chat and phone initiated technical issues and inquiries.
- Escalate issues to appropriate teams as necessary.
- Troubleshoot independently and resolve certain levels of IT support issues.
- Develop standard operating processes and procedures to promotes consistency.
- Receive, prioritize, document and actively resolve end user help requests and Incidents.
- Analyze IT incident reports and service requests to identify trends.
