Service Desk Analyst
Service Desk Analyst
• Provide first-level contact and incident resolution for all users with all issues
• Uses advanced troubleshooting skills
• Review knowledgebase articles ensuring accuracy of content
• Provide accurate and timely logging of incidents and resolution
• Meet or exceed performance goals
• Escalate problems as appropriate following Service Desk procedures
• Approve escalation requests via chat to ensure FCR metric goals are met.
• VIP Call Handling
• Mentoring of new and developing agents
• Provide next level troubleshooting/guidance to team.
• Deskside support/Concierge service
• Review knowledgebase articles ensuring accuracy of content
• Provide first-level contact and incident resolution for all users
• Provide accurate and timely logging of incidents and resolution
• Escalate problems as appropriate following Service Desk procedures
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