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Service Desk Analyst
4 months ago
Job Summary :
The Service Desk Operations Analyst (remote, outsourced) is responsible for first line troubleshooting of technical issues, resolving computer and network problems, and providing support for the company's employees.
This role will triage requests created in the service request system and ensure they are correctly routed to the proper team with the proper priority established.
This position will also manage the service request queue to ensure that requests are escalated when necessary and are completed according to their service level agreement.
As a remote worker, this role will support the on premise support analysts in serving their customers by providing back-office support services.
Job Description :
- Receive, classify, prioritize support requests, create support tickets and route them to the proper work queue.
- Follow up with requestors to collect complete details of their request and create appropriate documentation within the service request.
- Evaluate and analyze the symptoms of system issues and record in the ticket documentation.
- Set and maintain request resolution timelines and expectations with end users.
- Actively engage requests in the tier 1 queue that can be resolved remotely.
- Manage assignments and status of IT work queues for tier 1 requests.
- Support the onsite team with troubleshooting hardware and software issues.
- Support the new user onboarding and offboarding processes for employee lifecycle management.
- Support the procurement and configuration of new user hardware and equipment.
- Escalate incidents as required to higher level of support.
- Record user inquiries from all mediums, including chat, email, or phone.
Qualifications :
- A degree in computer science, information systems or a related recent experience in a similar position.
- Excellent written communication skills.
- Technical writing skills desired, but not required.
- Strong problem-solving skills and a customer-oriented approach
- Excellent organizational skills and persistence in the collection of information are required
