Service Desk Analyst

Service Desk Analyst

Service Desk Analysts manage one or more service desk channels, acting as a point of contact to support service users and clients reporting issues, requesting information, access, or other services. They respond to inquiries, evaluate and resolve issues related to IT equipment and applications, and provide technical care for any aspect of the information systems unit, including system hardware, operating systems, applications, and networks.

Job Responsibilities

• Systematically interpret user problems and identify solutions and possible side effects.
• Use experience to address user problems and interrogate databases for potential solutions, prioritizing completion of incidents or requests by First Call Resolution.
• Escalate complex or unresolved incidents by swarming, connecting appropriate resources to the initial point of contact for resolution.
• Record and track issues from outset to conclusion.