Job Description
Job Description
Description of Work & Skills Desired
The Service Desk Analyst provides technical support to all Office staff for hardware, software, network, and telephony issues. Analysts diagnose and resolve basic technology issues while adhering to ITIL-based IT Service Management (ITSM) processes.
Responsibilities include:
- Answer telephone and email inquiries to determine the service required.
- Keep customers apprised of the status and progress of unresolved service requests.
- Provide comprehensive IT technical support services and respond to incidents within established Service Level Agreements (SLAs).
- Update the ServiceNow system to reflect actions taken, responses provided, and inquiries forwarded for further research and resolution.
- Maintain accurate and complete call information in the ServiceNow support system, documenting all interactions with users.
- Log, categorize, and prioritize user tickets according to required standards.
- Use troubleshooting techniques and tools, including knowledge bases, to resolve technical issues.
- Escalate complex customer technical issues to the appropriate support team.
- Communicate service disruptions and relevant updates to users.
- Create detailed documentation and training materials for peers and users.
- Learn, document, and support new applications and IT procedures.
Key Tasks / Duties
- Provide Level 1 technical support to Company staff.
- Troubleshoot hardware, software, network, and telephony-related issues.
- Handle service requests and incidents through telephone and email.
- Create, update, categorize, and prioritize ServiceNow tickets.
- Document troubleshooting steps, user interactions, actions taken, and resolutions.
- Monitor and respond to incidents within established SLAs.
- Provide customers with regular updates regarding unresolved issues.
- Utilize knowledge-base articles and troubleshooting tools to resolve common issues.
- Escalate issues that require advanced technical assistance.
- Communicate service outages and disruptions to affected users.
- Develop technical documentation and training materials.
- Support the implementation and adoption of new applications and IT procedures.
- Follow ITIL-based ITSM processes and service desk standards.