IT Service Desk Analyst

Job description

Under the supervision of the Supervisor, IT Operations, the Service Desk Analyst I ensure proper computer operation so that end users can accomplish business tasks. This includes receiving, creating, prioritizing, documenting, and actively resolving end-user help requests and escalating incidents when considered appropriate and necessary to maintain service level agreements (SLA) expectations. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as assisting individuals or providing in-person, hands-on help with technical issues. This role will primarily be tasked with providing support, including walk-ins, over-the-phone support, screen sharing or remote control, live chat support, or email support. ESSENTIAL DUTIES AND RESPONSIBILITIES: 1. Provides first contact support for incoming requests to the service desk via telephone, web portal, email, and chat to ensure courteous, timely, and effective resolution of end-user issues while providing best-in-class customer service 2. Prioritizes incidents and service requests according to defined criteria to meet defined SLAs, escalates incidents with accurate documentation to suitable technicians o...