service desk

Helpdesk Senior Analyst
Relevant Experience: in years 1-3 years
Summary of the role
-Analyst would be responsible for handling L1 issues reported with the Apps & Infra helpdesk, this may
include, but not restricted to the following:
-Receive calls, emails and web-tickets for end users and other Agency Service Desks / Help Desks,
and create Incident tickets or Service Request tickets, logging all pertinent Information.
-Tracking and classifying incoming incidents or service requests, attempting initially solutions.
-Provides initial assessment of categorization and prioritization for reported Incidents and
-Service Requests and provides initial support, targeting a higher level of first contact resolution.
-Ensures Incidents and Service Requests are properly escalated and assigned to appropriate
support groups.
-Perform hierarchical escalation to Service Desk Management and Incident Management
-Provide communication to end users concerning the st...