Service Desk Analyst
Job Summary
Providing front-line Level 1 IT support, the remote contract Service Desk Analyst will monitor and respond to incoming requests across multiple channels, ensuring a positive customer experience and managing incidents from report to resolution during assigned shifts.
Key responsibilities
- Monitor and answer Service Desk phone, email, and automated request queues to provide timely support
- Manage Level 1 and 1.5 service incidents and requests, striving to resolve issues at the first point of contact
- Document and track open tickets, ensuring adherence to service level agreements (SLAs) and escalating as necessary
Required qualifications
- Prior experience in a customer service or IT support role
- Ability to work independently and as part of a team in a fast-paced environment
- Familiarity with IT support tools, preferably ServiceNow
- Own IT equipment, including a PC/laptop, monitor, headset, and reliable internet connection
- Availability to work various shifts, including holidays as needed
Complete Job Description
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