Analyst - Service Desk 5B
Core
Provide Level 1 technical support for incoming queries, troubleshooting software/hardware issues, and managing incidents from creation to closure.
Role type
Level 1 Service Desk Analyst
Builds
IT support services for enterprise clients
Domain
IT Service Management / Help Desk
Deliverable
client delivery
Required skills
Incident management, Knowledge base documentation, Troubleshooting (software/hardware), System installation and configuration, System monitoring, Security and privacy compliance, User training
Preferred skills
Agile Methodology, Business Continuity Planning, Design Thinking, Mac OS Support
Technologies
ServiceNow, Knowledge Management Tools, Mac OS
Responsibilities
Comprehend issues and search knowledge management tools, Document and add new issues/solutions to repositories, Troubleshoot software and hardware problems, Install and configure software and hardware, Perform system upgrades, Monitor and maintain computer systems and networks
Seniority
Individual Contributor, Entry to Mid-level
