Service Desk Analyst

Job Description Job Description: · 3 – 8 years’ experience in customer ServiceDesk or Help Desk environment · Handle Tier 1 help desk escalations through the company’s internal ticketing system · Troubleshoot common IT problems and have a thorough working knowledge of day-to-day operating environment, available tools, and client applications · Perform basic windows administration such as password resets, file and folder administration · Basic internet connection troubleshooting, VPN troubleshooting · Escalates more complex technical problems to Technical Support Specialist or other IT specialists as appropriate. · Follow up on outstanding requests and ensure timely resolution. · Fully document troubleshooting steps and create knowledgebase articles of resolutions · Adhere to established IT policies, procedures and standards and ensure their conformance with information systems, goals, and procedures · Follow the established standards for documenting tickets, configurations, and standard operating procedures · Responsible for compliance policy adherence including password management, documentation, maintenance, provisioning access, and data protection procedures · Help minimize downtime impact on users through accurate communication and efficient problem resolution for unscheduled downtimes · Interact with IT management through timely reporting of operational activities, and with all team members on support issues. Notice Period: 0 to 30 days Show more Show less