Service Desk Analyst Tier 1
Core
Answering calls and resolving IT incidents or requests for end users via remote or on-site support.
Role type
Tier 1 Service Desk Analyst
Builds
Resolved IT tickets and restored user productivity
Domain
IT Support / Help Desk
Deliverable
client delivery
Required skills
IT troubleshooting, hardware and software support, ticketing systems, basic networking, Microsoft Windows environments
Preferred skills
CompTia A+ certification
Technologies
Remedy, Microsoft Windows XP/7/10, Microsoft Office, remote desktop applications
Responsibilities
Answer calls related to customer IT incidents or requests; Analyze incidents, identify root causes, diagnose, troubleshoot, and resolve medium to complex software, hardware, and connectivity issues; Support end users remotely or at the customer's location; Enter IT related calls into a ticketing database and escalate tickets when issues cannot be resolved at Tier 1 level.