It service desk analyst
3 weeks ago
Job Description:
· 3 – 8 years’ experience in customer Service Desk or Help Desk environment
· Handle Tier 1 help desk escalations through the company’s internal ticketing system
· Troubleshoot common IT problems and have a thorough working knowledge of day-to-day operating environment, available tools, and client applications
· Perform basic windows administration such as password resets, file and folder administration
· Basic internet connection troubleshooting, VPN troubleshooting
· Escalates more complex technical problems to Technical Support Specialist or other IT specialists as appropriate.
· Follow up on outstanding requests and ensure timely resolution.
· Fully document troubleshooting steps and create knowledgebase articles of resolutions
· Adhere to established IT policies, procedures and standards and ensure their conformance with information systems, goals, and procedures
· Follow the established standards for documenting tickets, configurations, and standard operating procedures
· Responsible for compliance policy adherence including password management, documentation, maintenance, provisioning access, and data protection procedures
· Help minimize downtime impact on users through accurate communication and efficient problem resolution for unscheduled downtimes
· Interact with IT management through timely reporting of operational activities, and with all team members on support issues.
Notice Period: 0 to 30 days
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