Service Desk Analyst
CurrentProviding technical support over the phone to all users phone/e-mail/Chatpromptly & effectively for all the IT issues/request.Taking ownership of faults and managing them in a logical and methodicalmanner.Conducting full and through diagnostics with end users to enable first point of contact fault resolution.Investigates and resolves all level one break/fix issues (incidents) and fulfills service requests. This includes, but is not limited to, software access requests and license reclamation; hardware tracking; maintenance; general configuration; troubleshooting; IT-related tasks for employee onboarding and offboarding; application access and troubleshooting; and general account maintenance, deletion, and change. Contributes to knowledge articles to ensure that information is documented and can be referred to at a later, as is needed for support. As a member of the IT team, the Service Desk Analyst will occasionally provide input or participate in projects and change initiatives related to their area of expertise. This position coordinates all issues or requests from receipt to resolution or fulfillment, including escalations, and ensures timely follow up communication with the end user at each stage of the process through ServiceNow or other means.
