The Service Desk Analyst provides support for basic incident resolution and requests reported to the division service desk.
Responsibilities include initial assessment, triage, research, and resolution of basic incidents and requests regarding the use of application software products and / or infrastructure components.
The Service Desk Analyst is responsible for collecting information through a customer conversation, accessing support tools, and additional support staff (service resources) if needed.
Problems beyond the scope of their ability or responsibility are resolved by engaging in a timely manner other service resources from facilities, division or corporate groups, or the corporate service desk.
Addresses and resolves basic incidents and requests; logs all incidents and requests; engages other service desk resources or appropriate service resources to resolve incidents that are beyond the scope of their ability or responsibility.
Analyzes and resolves incidents and requests regarding use of application software or hardware. Logs and tracks incidents and requests from identification through resolution.
Follows up with other support staff (service resources) involved in resolution to ensure incidents are resolved, requests are filled, and the customer communication is complete.
Documents resolutions and updates self-help and staff knowledge bases.
Grows general knowledge of current corporate, division, and facility-specific products, increasing ability to resolve requests on first contact.
Maintains and protects confidentiality with regard to all aspects and employee information.
Adheres to Code of Conduct and Mission and Value statements.
Performs other duties as assigned
Provisions, maintains, and removes security privileges for users of existing service desk management systems.
Participates in development / review of division security processes / procedures under supervision of Service Desk Management.
Undertaking college in bachelor’s degree in computer science / Information Technology or equivalent.
Excellent communication skills in English (Oral and Written).