Service Desk Analyst
Core
Provides Level 1 IT support to associates via phone, chat, portal, and in-person for hardware, software, and network issues.
Role type
Level 1 Service Desk Analyst
Builds
IT incident resolution and service request tracking
Domain
Enterprise IT Support
Deliverable
client delivery
Required skills
ITIL/ITSM knowledge, Microsoft Office proficiency, problem diagnosis, incident logging, trend analysis
Preferred skills
None stated
Technologies
IT Service Management systems, Microsoft Office
Responsibilities
Answer and prioritize incoming IT requests; diagnose user problems; log and track incidents; maintain knowledge base; communicate incident trends to supervisors.
Seniority
Entry-level, hands-on IC
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