Service Desk Analyst

Overview

On Site
$$25 / hr
Contract - W2
Contract - 1 day((s))

Skills

Service Desk Analyst

Job Details

Job Description:
  • Provide hardware / software / network problem diagnosis / resolution via email / chat & Calls for customer's end users.
  • Route problems to internal 2nd and 3rd level IT support staff.
  • Coordinate and manage relationships with vendors and support staff that provide hardware / software / network problem resolution.
  • Administer and provide User account provisioning.
  • Use the Incident Management System to document and manage problems and work requests and their respective resolutions and circumvention.
  • Responds to telephone calls, email, instant messages, and assigned tickets from users.
  • Assign work orders / incidents to appropriate support teams and follow up until closure.
  • Respond to, and diagnose, problems through discussions with users, including problem recognition, logs, research, isolation, resolution, and follow-up steps.
  • Provide level 1 remote desktop support and perform other activities based on SOPs.
  • Perform user account management activities.
  • Escalate complex problem to appropriate support specialists.
  • Responsible for activities relating to the evaluation, analysis, and setup of PC-based software products (e.g., word processors, spreadsheets, presentation graphics, database management systems, electronic mail, and communications).
  • Troubleshoot client software and basic network connectivity problems.
  • Identify, evaluate and prioritize customer problems and complaints.
  • Provide all required documentation including standards, configurations and diagrams.
Technical Requirements:
  • Understanding of OS support (windows, MAC).
  • Understanding on Basic Networking.
  • Diagnostics and problem-solving skills.
  • Troubleshoot on hardware, software application.
  • Understanding of different email platforms and clients.
  • Understanding Active Directory Management.
  • Office 365 Application Support.
  • Knowledge in Google Workspace.
  • Knowledge on Internet Security and data privacy principles.
  • Should have understanding of basic networking components and topology.
Soft Skills:
  • Excellent verbal and written communication skills.
  • Excellent interpersonal and customer service skills.
  • Team Player.
  • Customer Oriented.
  • Qualified candidates can translate technical jargon and concepts to non-technical users.
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