Service Desk Analyst

Job Description

Job Description

The role of the Service Desk Tier 1 Analyst is to provide first level support by troubleshooting, diagnosing and resolving IT incidents and Service Requests.  The Tier 1 Analyst is the first point of contact at the Service Desk and will escalate to Tier II when applicable.  In addition, will filter Service Desk calls and follow documented procedures on break / fix or supporting an application with Westinghouse.  They will gather and analyze information about the users issue to resolve their problem.  Level 1 may also provide support for identified Level 2 configuration solutions that have been documented.   Tier 1 Analysts are responsible for meeting the Service Desk Service Level Agreement and KPI metrics

• Assures smooth handling of individual problems from call-in through resolution.  Practicing Total Contact ownership.
• Responds to inquiries and service requests for assistance with the organizations computer system or PC's via Phone, E-mail and chat queues.
• Identifies problems, troubleshoots and provides 1st level technical support for internal customers for the following : Windows 7 and above, Microsoft Office 2010 and higher, Internet Explorer, Hardware / Software conflicts, remote support via remote control tool (SCCM), VPN connectivity and / or administration, Network connectivity, Wireless connectivity, Telecom connectivity and synchronization, among other applications. (SAP, EDMS, etc.)
• Escalates / Coordinates with 2nd level support with Tier II to resolve problems when necessary.
• Assists peers with troubleshooting, SD processes and procedures.
• Maintains ticket queues by actively communicating with customers and peers.
• Must be able to act with a sense of urgency and commitment to resolve issues under pressure

Minimum Requirements :

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