Support Desk Analyst

Job description

Job Description The Support Desk Analyst role is to ensure proper computer operation so that end users can accomplish business tasks. This includes receiving, prioritizing, documenting and actively resolving end user help requests and escalating incidents when considered appropriate and necessary to maintain Service Level Agreement (SLA) expectations. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as require that the individual give in-person, hands-on help at the desktop level. RESPONSIBILITIES: - Provide support by fielding incoming requests to the Help Desk via both telephone and e-mail to ensure courteous, timely and effective analysis, diagnosis, and resolution of end user requests, per department guidelines. - Document all pertinent end user identification information, including name, department, contact information and nature of the request. - Provide a positive support experience by building rapport and eliciting details about the request from Help Desk end users. - Prioritize Help Desk requests and escalate requests (when necessary) to the appropriate Team or Technician. - Record, track and document the Help Desk request inclu...