Service Desk Analyst

Responsible for interacting with customers via inbound channels and providing information, solutions and updates.

Serves as a customer advocate and explains technical issues to non-technical personnel. 

Uses the Incident Management process to resolve incidents reported by customers or discovered by technical staff.

Restores normal service or provides a work-around solution for the customer as soon as possible.

Responds to a variety of requests, including new account creation, user access requests, provisioning of hardware and software, etc. 

Coordinates proactive account management activities. 

Retains ownership and monitors service request from inception to closure. 

Assists in the operation of the enterprise service management toolset and ticketing system.