IT Service Desk Analyst

• Answers and responds to inbound calls \chat\email from end-users regarding issues
• Creates and documents all support calls from the user community into the service desk tracking software (ITSM tool)
• Applies skills to resolve all technical trouble tickets at the service desk before referring to technical support
• Analyzes and resolves all application software or hardware incidents and requests from end-users
• Ensures to log and tracks incidents and requests from identification through resolution stages
• Follows up with reported complex incidents to ensure they are resolved, requests are filled, and the customer communication is complete
• Updates general knowledge of current corporate, division, and facility-specific products, as well as improving the ability to resolve requests on first contact

• Ensures accurate and necessary information is obtained by utilizing Remedy Templates when available
• Responsible for providing on-call support as needed
• Flexible for 24/7 support when required
• Establishes and develops relationships with other IT&S teams through frequent constructive communication
• Responsible for identifying shortcomings for implementing process improvements
• Complies with and supports IT&S standards, policies, and procedures
• Logs incidents and requests into appropriate product categorization
• Ensures timely resolution or escalation of incidents, and promptly communicates on progress to end-users
• Handles customers' issues or requests with a professional attitude

• Strong technical knowledge of information technology systems and infrastructure
• Understanding of risk management, mitigation, and incident response frameworks
• Providing technical diagnosis and solutions to users, either over the phone or via email
• Collaborating with technical support teams to provide an efficient resolution to technical issues
• Ensuring that users receive appropriate feedback and support throughout the resolution process
• Ability to stay calm under pressure and make sound decisions in crisis situations

Two95 International