Position : IT Support ( Service Desk Analyst)
About Job :
Roles and Responsibilities :
â¢ Provides Level 1 technical support for all software and hardware within negotiated Service Level Agreements(SLAs).
â¢ Logs all incidents reported via telephone, email or voice mail.
â¢ Attempts to troubleshoot and resolve all incidents reported to the Help Desk or received via a ticketed request.
â¢ Distributes and dispatches incidents to the appropriate support groups as needed.
â¢ Ensures timely escalation of customer issues by gathering detailed information and assigning an appropriate priority level and resolution target.
â¢ Conducts second level support using documented procedures and available system tools.
â¢ Provides guidance and work leadership to less-experienced technicians.
â¢ Participates in special projects as required.
â¢ Coordinates and tracks all system level production down resolution as necessary per documented procedures.
â¢ Installs and configures hardware and software as required.
â¢ Provides support for remote users.
â¢ Document processes and procedures as required