Service Desk Analyst NYC, NY

Service Desk Analyst

Location: NYC, NY

Duration: 6+ months (35 hrs/week)

In person interview needed. Onsite from day 1

Responsibilities

• Service Desk Analyst provide technical support on hardware, software, network, and telephony issues for all staff. Analysts diagnose and resolve basic technology issues adhering to ITIL-based ITSM processes. Included in these responsibilities are the following:
• Answers telephone and email inquiries to determine service required.
• Keeps customers apprised of status and progress on unresolved service requests.
• Provide comprehensive IT technical support services, responding to incidents within Service Level Agreements.
• Updates ServiceNow system to reflect actions taken, responses given, and inquiries forwarded for further research and response.
• Maintain accurate and complete call information in Service Now support system, documenting all interactions with users.
• Log, categorize and prioritize user tickets in line with required standards.
• Use troubleshooting techniques and tools such as knowledgebase to resolve issues.
• Escalate more complex customer technical issues to the appropriate team
• Communicate service disruptions to users.
• Create detailed documentation and training materials for peers and users
• Learn, document, and support new applications and IT procedures
• Answers telephone and email inquiries to determine service required.
• Keeps customers apprised of status and progress on unresolved service requests.
• Provide comprehensive IT technical support services, responding to incidents within Service Level Agreements.
• Updates ServiceNow system to reflect actions taken, responses given, and inquiries forwarded for further research and response.
• Maintain accurate and complete call information in Service Now support system, documenting all interactions with users.
• Log, categorize and prioritize user tickets in line with required standards.
• Use troubleshooting techniques and tools such as knowledgebase to resolve issues.
• Escalate more complex customer technical issues to the appropriate team
• Create detailed documentation and training materials for peers and users
• Learn, document, and support new applications and IT procedures