Avon Lake, Ohio, 44012
Job description
Service Desk Analyst
Avon Lake, OH
$24.45/HR
The Service Desk Analyst serves as the primary advocate for customers in resolving IT-related inquiries. This role involves delivering professional and efficient IT Service Desk assistance to end users through various channels, such as phone, email, or remote access, addressing a range of technical issues.
Key Responsibilities of the Service Desk Analyst:
- Offers level 1 support for customers, addressing how-to requests via inbound calls and emails.
- Proactively identifies, troubleshoots, documents, and replicates customer problems, resolving straightforward issues or escalating more complex matters as per established protocols.
- Utilizes current technical skills while progressively enhancing abilities through the use of relevant tools and equipment.
- Maintains ownership of all cases during the resolution phase, which may include follow-up interactions with customers and collaboration with other IT teams.
- Reports customer feedback regarding hardware, applications, or documentation to the appropriate IT staff for further action.
- Contributes to the creation and maintenance of knowledge resources.
- Performs level 1 duties such as managing password changes, creating and deleting user accounts, archiving, assisting users with printer configurations, and resolving issues with commercial software and critical systems.
- Engages in the ongoing enhancement of Service Desk operations, communication, and relationships with customers and IT staff.
- Acts as an IT support backup for executives (c-suite), providing assistance in the absence of the primary Executive Support Analyst.
- Records, tracks, and manages incident tickets using the Service Now ticketing system.
Service Desk Analyst Qualifications:
- 1-5 years of experience in troubleshooting within a help desk or service desk setting.
