Help Desk Analyst

Job Duties:

Answers the help desk line and responds to users' requests regarding computer systems.
Acknowledges receipt of all user requests within defined service levels. Initiates service orders (tickets) for all user requests, assisting users as necessary to provide appropriate information. Maintains user information and documentation.
Participates in ensuring that client requests via the ticketing system are managed to closure.
Delivers results in support of achieving the organization's service level agreements.
Interacts with network services, software systems engineering and / or applications development to restore service and / or identify and correct core problems.
Prioritizes work based on time and complexity requirements.
Exercises sensitivity to due process and proper pacing.
Routes clients when appropriate to proper support queues.
May identify opportunities for process improvements that contribute to the...