Service Desk Analyst Level 1

Overview

The Service Desk Analyst I will provide first line support for clients. Will be responsible for following standard processes and be required to document and resolve technical issues relating to hardware, software, network, or general computer usage.

Responsibilities

• Provide exceptional and professional customer service to our clients
• Log all client contacts - calls, emails, web forms, chat sessions, or voicemails - into the appropriate service management tool
• Troubleshoot, diagnose and resolve application issues following standard operating procedures and using knowledge support tools
• Initiate and facilitate the following ITIL processes : Incident Management, Request Fulfillment, Access Management, Problem Management, and Knowledge Management
• As Escalation Management process describes, route tickets that cannot be resolved at the desk to appropriate assignment or resolver groups
• Collaborate effectively with other service desk team members
• Participate in ongoing training for service desk operations
• Work on projects or tasks assigned by leadership

Required Skills

Basic Qualifications

Other Qualifications

As a condition of eligibility to work remotely, Pomeroy requires :

J-18808-Ljbffr