Service Desk Analyst

Аналитика рынка

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Описание

Job Description: Position Summary : The Service Desk Analyst is responsible for providing timely, courteous support for Tier 1 incidents and ensuring the efficient and appropriate escalation of complex issues while adhering to departmental standard operating procedures. The incumbent will generate reports, conduct research, and provide recommendations for continuous improvement. Additionally, the Analyst plays an active role in the change and problem management process to drive operational excellence. Primary Responsibilities and Duties: Service Desk Request Management: Respond to incoming Service Desk requests through multiple channels—including phone, email, messages, ServiceNow, and in-person interactions—adhering to Service Level Expectations. Ticket Documentation : Accurately document all requests and issues, research, and resolution activities within the Service Desk system to ensure up-to-date records and information. Issue Resolution: Resolve Tier 1 incidents and problems in alignment with Service Level Expectations, delivering effective solutions to end users. Configuration and Deployment: Configure, deploy, and troubleshoot computers and other IT equipment for end-users. Ensure that the equipment is set up according to company standards and functions properly before deployment. Escalation Process: Coordinate seamless hand-offs for Tier 2+ support by escalating issues to the appropriate departments, including specialized IT teams or other functional areas outside of

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