Service Desk Analyst

Open, log, prioritize, assign, close tickets logged in the IT Service Desk.

Query the User for all relevant information concerning the call made or issue reported by the user.

Attempt to resolve the defined inquiries while on the telephone, to meet the agreed upon Service Level for First Call Resolution

Re-route misdirected Calls.

Escalate tickets not resolvable by SD, in accordance with client’s escalation procedures.

Provide status updates on Tickets to users.

Reopen Ticket / Create new ticket for follow up if the user indicates that the inquiry was not resolved to their satisfaction.

Able to make sound decisions and work with minimal supervision.

Excellent interpersonal skills to foster cooperation among users, support teams and peers.

Will be handling a voice account, and if required, additional contact channels as well such as Chat, Email, Self Service Tickets; Tools - Service Now, AD, RAVPN, Five9, Avaya, Ms Office, O365 environment, Cerner, Krono.