Service Desk Analyst

Service Desk Analyst

Will act as the first point of contact for customer end-users for all issues, inquiries, and requests. They will provide first-level support, as necessary, and escalate to the SMEs (Subject Matter Experts) and/or the Level 3 (ex. system administrators) teams, as needed. The support will own and monitor the tickets from creation, escalating as necessary, until the user has confirmed its resolution.

Role and Responsibilities

Will oversee the entire ticket lifecycle, from creation to resolution.
Will be the first response for all service management and standard applications, support tickets through all channels: phone, emails, chat, walk-ins, and tickets created through the service portal.
Perform initial triage and troubleshooting and resolve tickets
within scope through the use of a knowledge base, peer collaboration, or experience.
When unable to resolve, will escalate or assign tickets to appropriate resources or teams with complete documentation of actions or steps taken to resolve.
Ensures that inquiries, outages, and requests are recorded within the ticketing system and communications are sent regularly to users and resolving teams.