IT Service Desk Analyst

Full Time

Madison-Davis

EXTERNAL CLIENT ROLE

  • Answers, evaluates, and prioritizes incoming telephone, voice mail, email, and in-person requests for assistance from users experiencing problems with hardware, software, networking, and other computer-related technologies
  • Converses with internal customers to collect information about problem and leads internal customers through diagnostic procedures to determine source of error.
  • Determines whether problem is caused by hardware such as modem, printer, cables, or telephone.
  • Handles problem recognition, research, isolation, resolution and follow-up for routine user problems, referring more complex problems to supervisor or technical staff.
  • Logs and tracks calls using problem management database, and maintains history records and related problem documentation.
  • Prepares standard statistical reports, such as help desk incident reports.
  • Analyzes and evaluates incident reports and makes recommendations to reduce help line incident rate.
  • Consults with IT Team members to explain software errors or to collaborate and recommend possible changes.
  • Collaborates with software and hardware vendors to request service regarding defective products.
  • Tests software and hardware to evaluate ease of use and whether product will aid user in performing work.
Upload your CV/resume or any other relevant file. Max. file size: 2 GB.

Share on
Print