Service Desk Analyst I

Service Desk Analyst I

The Service Desk Analyst I is responsible for providing customer service and technical support by analyzing and resolving issues via phone and email. The analyst will handle the initial contact with users and will identify, investigate, and resolve technical problems related to hardware, software, printers, and other peripheral devices.

Responsibilities

• Act as the primary day-to-day point of contact for all users; elevate incidents when necessary to the Systems Analyst II.
• Perform basic configuration of equipment and peripherals for knowledge articles or training materials.
• Respond to requests received through the IT ticketing system, by phone, email, and occasionally in person. All requests must be logged as incidents in the ticketing system for tracking and reporting purposes.
• Resolve username and password issues, uninstall/reinstall basic software applications, and verify proper hardware and...