Service Desk Analyst

Responsibilities:

• Serve as the first point of contact for customers seeking technical assistance over phone, email, chat, or self-service
• Provide level 1 troubleshooting and route all issues that cannot be resolved to the appropriate team.
• Accurately classify, prioritize, and record Incident/Request details into ServiceNow ticketing system
• Provide first contact resolution when possible
• Track and communicate with the customer throughout the ticket lifecycle and ensure proper follow-ups
• Ticket closing upon customer consent

Non- Technical Qualifications:

• Maintains cooperative working relationships with staff members, a good team player
• Customer-focused with an understanding of business impacts with exceptional customer service skills and oral and written communication skills
• Detail-oriented and organized
• Outstanding oral communication skills
• Ability to take and provide direction
• Familiar with IT Service Management concepts, practices, and procedures. ITIL knowledge a plus.
• Strong customer service skills
• Strong IT problem solving/troubleshooting skills

Technical Qualification:

• Must have prior Service Desk experience
• Experience with Windows 10, Office 365, Azure AD, Active Directory, Exchange/Office O365 is required.
• Familiarity with IT Service Management concepts, practices, and procedures. ITIL knowledge a plus.
• Technical Certifications: CompTIA, A+, MSCE is a plus
• Experience using ServiceNow Ticketing System is a plus

Experience using remote assistance tools such as Beyond Trust and RDP is a plus