The Service Desk Analyst role is part of a customer service-oriented team and is the primary contact for users regarding technical support. Duties may include :
- Responding to customer requests in a prompt, efficient and professional manner.
- Responding to reports of technology incidents, service requests and how-to inquiries.
- Recording and tracking incidents, service requests and how to inquiries from first contact to final resolution, following internal policy.
- Providing initial assessment, first level troubleshooting, diagnosis and resolution of all incidents.
- Monitoring adherence to service legal agreements and taking appropriate escalation measures.
- Updating and maintaining service desk incidents, problems and knowledge databases.
- Keeping customers informed about the status and progress of their calls.
- Participating in development and maintenance of Service Desk procedures and processes, and providing content to the knowledge base system.
- Updating and maintaining client contact lists, vendor contact lists, application contact lists and other support documentation;
including problem resolution analysis.
- Preparing required reports on Service Desk activities.
- Analyzing and evaluating processes and recommending changes to improve service quality.
Production Services Analyst Trading Desk
We offer individuals and institutions a range of trusted investment portfolios and services - and we’re constantly seeking to find new and better ways to help our clients. This is a front office facing role within the IS organization, delivering a comprehensive technology support services to all tra...
Technical Analyst - Service Desk
Technical Analyst - Service Desk. The IT Service Desk is looking for a Technical Analyst to directly resolve customer issues by following best practices. This role is a member of the IT service desk, and a major part of a typical workday will be resolving incidents over various communication channel...
service desk analyst
Collect, organize and maintain a problems and solutions log for use by other technical support analysts. ...
IT Service Desk Lead Analyst
This role focuses on keeping clients satisfied with the IT services through managing service desk team day to day operations, ensure tickets are resolved and closed in a timely manner, tracking service metrics, and helping lead the professionals responsible for services delivered to clients. A key p...
Service Desk Analyst II
In addition, Analyst II will be a catalyst for building the knowledge base and also act as a process escalation point for Analyst I resources. Two years of experience in a Service Desk or technical support environment. This position is responsible for customer service and technical support for all b...
JPC -1454 - Service Desk Analyst
As a service desk analyst, you will be responsible for enhancing the end-user experience by providing front-line technical support services while working with a diverse team. Our client is seeking a Service Desk Analyst to respond to and diagnose problems through discussions with their end users. Mo...
French Service Desk Analyst
Role Title: Bilingual Service Desk Analyst. Responding to contacts from Service Desk customers and support teams. Contributing technical content and departmental procedures to the Service Desk knowledge base. Experience: - years of experience in a diverse technology and customer service-focused role...
Service Desk Analyst - Level 1
Ensure all requests to the Service Desk are properly categorized and documented into the Service Desk ticketing system. Work with Service Desk team and other technology groups to ensure requests are handled in a timely manner by assigning and escalating tickets to the appropriate service queues if a...
Service Desk Analyst
Reports to: Manager, IT Service Desk. Troubleshoot and diagnose computer issues, install new images, place service calls with Vendor/Service Provider where applicable. Follow through and tracking of escalated issues is a key responsibility to ensure IT service level objectives are achieved. Support ...
Co-op – Service Desk Analyst
This position will focus primarily on IT Service Desk and will involve in IT projects in order to the IT team to focus on higher-priority projects and critical issues, enhancing our department's efficiency and effectiveness. ZenDesk Tickets – Follow-ups. ...