Service Desk Analyst
Current• Provide first-level and second-level technical support to internal customers, ensuring prompt resolution of incidents and service requests.• Respond to customer inquiries, troubleshooting hardware and software issues, and offering guidance to develop understanding of simple solutions.• Manage and prioritize requests and incidents, adhering to established service level agreements (SLAs) to ensure timely resolution.• Perform staff on-boarding and off-boarding processes.• Maintain regular communication with customers, IS team and resolver groups, providing transparency of operational targets and resolution timeframes.• Create and update knowledge base articles to support RAA staff, Service Desk Team and other resolver groups to enable self-service and efficient issue resolution.• Offer operational support for client devices, including laptops, desktops, printers, and peripherals, ensuring their smooth functioning.• Collaborate closely with team members, sharing knowledge and contributing to a positive and collaborative work environment.• Liaise with vendors, as required, to achieve problem resolution.• Application or software support for Citrix, Landscape, Genesys, ECR, SCCM, Active Directory, Landsweeper, Outlook, Teams and more• Demonstrate excellent customer service skills, effectively listening to customer needs, and providing clear and concise solutions.• Utilize strong problem-solving and troubleshooting abilities to identify root causes and implement appropriate resolutions.• Work within an ITIL-focused environment, adhering to ITIL processes and best practices for incident management, problem management, and change management.
