Service Desk Analyst III

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The Role

The Service Desk Analyst III role provides level 3 support to Tier I and II Customer Service Agents and end users on a variety of issues with a strong commitment to customer Service. Respond as a Tier III technical support to telephone calls, email and electronic requests for the service desk. Facilitate the process to Document, identify, research, resolve and elevate Incidents and requests to the appropriate technical system application owners. The Service Center Analyst 3 provides the coordination and support of the Service Management Escalation process for all Severity One incoming calls. Has knowledge of commonly-used Service Desk concepts, practices and procedures and assists with the creation of instructions and pre-established guidelines to perform the funct...