Service Desk Analyst

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.