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Service Desk Analyst
Service Desk AnalystNet2Source (N2S) • Troy, MI, US
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Service Desk Analyst

Service Desk Analyst

Net2Source (N2S) • Troy, MI, US
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This range is provided by Net2Source (N2S). Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

$22.00 / hr - $24.00 / hr

What are the top 3 skills required for this role?

  • ITIL knowledge
  • Good communication

Job Description / Responsibilities

  • Manage user inquiries, resolve issues, escalate as needed, and provide IT guidance
  • Ensure efficient service delivery by resolving issues at the first level, submitting technical solutions to the knowledge base, providing ticket updates, and escalating to Level 2 when necessary
  • ServiceNow used for IT Service Desk Management
  • Answering user inquiries via Chat, Phone, and Self-Service Tickets
  • Troubleshooting and resolving basic technical issues using Standard Operating Procedures
  • Logging and tracking Incidents in ServiceNow
  • Escalating unresolved issue to Level 2 or 3 IT support teams
  • Providing general IT guidance and answering How to Questions
  • Providing end user's ticket status and escalating to Level 2, if needed.
  • Perform password resets and account unlocks
  • Provide access for Private Banking users
  • Providing efficient delivery service and maintaining end user satisfaction

    • Seniority level

    Associate

    Employment type

    Contract

    Job function

    Other - Staffing and Recruiting

    J-18808-Ljbffr

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