Service Desk Analyst

Job description

What this Job Entails: The Service Desk Specialist I will support one of Astreya’s key clients. The role will be responsible to troubleshoot and fix desktop/ computer hardware and software issues while striving to deliver excellent customer service to the end-user. You need to be an eager learner and put the learning to practice in-line with company and client policies and procedures. Scope: Applies company policies and procedures to resolve routine issues Works on problems of limited scope Receives detailed instructions: Your Roles and Responsibilities: Follow standard operating, ticketing procedures and work instructions to image, update and resolve computer and software application issues for new and existing employees. Help maintain equipment inventory, including processing RMAs and ordering new equipment. Maintain physical presence at designated service locations and time for employees to pick up the user's computer, or deliver to the end-user. Helps to monitor, update and maintain tickets in a defined ticketing system. Assists with responding to tickets, contact users and plan workload. Update, track and escalate the ticket to appropriate levels/group for resolution as requir...