I.T. Service Desk Analyst Erickson Living -
Catonsville, MD
The I.T. Service Desk Analyst provides 1 st level (and some 2 nd level) support for all IT supported systems and technologies. They serve as the first point of contact for all IT incidents and service requests. This position provides excellent customer service, resolves a large percentage of items, escalates as appropriate, and documents issues and resolutions.
Essential Functions
Answer incoming technical support phone calls and emails in a high-volume environment and enter all pertinent information and updates of the reported issues into a ticket tracking application
Analyzes and documents reported issues and outages - determines severity, impact, and nature of reported issues, and begins incident or service request management process
Delivers high levels of customer service at all times and ensures compliance with Service Level Agreements (SLAs)
Provide 1 st level (and some 2 nd level) technical support for the following:
All IT hardware including desktops, laptops, networking and telephony equipment
Desktop software applications
Business / Enterprise software applications
May occasionally provide desk side services as required including: installs, system configuration, hardware break/fix and advanced technical support
Proactively checks the Service Desk queue for open tickets
Assist various teams in the I.T. Department on corporate I.T. project deliverables
Create and maintain Service Desk documentation and intranet sites
Document solutions into Knowledge Base articles to improve future service delivery
Other duties may be assigned
Miracle Workers - 13 months ago
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