IT Analyst – Help Desk (Service Desk Level 1)

Job Description for EUC ServiceDesk Level 1

Job Position: IT Analyst – Helpdesk

Designation: Analyst/Sr. Analyst

Responsibilities:

• Provide hardware / software / network problem diagnosis / resolution via telephone for customer's end users
• Route problems to internal I.M. support staff.
• Coordinate and manage relationships with vendors and support staff that provide hardware / Software / network problem resolution.
• Administer and provide User Access and Exit controls.
• Use the Call Tracking System to document and manage problems and work requests and their respective resolutions and circumvention's.
• Work closely with help desk peers in cross-training, development/implementation of operational excellence procedures and fostering teamwork.
• Work closely with I.M. support staff to obtain technical knowledge and to permanently solve chronic problems.
• Traini...