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Job Summary
The IT Service Desk Analyst will install, configure, evaluate, maintain, monitor, and troubleshoot client computing hardware and software to meet or exceed published SLA’s, with effective management of the customer relationship during the support process.
Primarily responsible for providing first level support through handling incoming queries from internal customers. Initial customer contact could be over the , via request and incident management self-service, email, messaging or in person.
Essential Functions & Accountabilities:
Answers, responds to inbound calls and electronic requests from internal customers.
Creates and documents all support incidents from internal customers into the IT Service Management system.
Provides first line support to resolve all tickets at the service desk before transferring to other IT and business teams.
Analyzes and attempts to resolve tickets related to ...