Service Desk Analyst

Responsibilities:

• Handle incoming tickets and provide second level support; document each call verifying customer information and including all troubleshooting steps.
• Research, resolve, and respond to questions received via telephone calls, emails, and callbacks in a timely manner, in accordance with standards.
• Escalate problems to appropriate individual/group.
• Assist in the resolution of user and support issues among company sites to ensure timely distribution of knowledge and positive impact on user satisfaction.
• Provide accurate and creative solutions to user problems of moderate nature to ensure user productivity.

Key Skills:

• Technical and system expertise.
• Computer skills.
• Customer support.
• Problem-solving and troubleshooting abilities.
• Communication.
• Time management.
• Teamwork and collaboration.