It Service Desk Analyst
CurrentDuties and Responsibilities: • Problem resolution and assistance over the phone, email, fax and face to face.• End to end incident and problem management• Escalation and coordination with team members and IT support areas• Installation and configuration of desktop hardware and software• Provision of helpdesk and end user training and assistance• Onsite visits and liaison with high priority clients• Network and Desktop administration• Identified and escalated possible problems with processes and procedures• Created solutions and modified procedures as required• Implemented new systems and processes