What are the responsibilities and job description for the Service Desk Analyst III position at ACS Consultancy Services?
Job Title : Service Desk Analyst III (US Citizens Only)
Location : Remote
We are currently seeking candidates who meet the following qualifications :
Responsibilities :
- Serve as the primary point of contact for escalated technical support issues from endusers and resolve or coordinate resolution.
- Diagnose troubleshoot and resolve complex hardware software and network issues.
- Provide advanced technical support for operating systems applications and networkrelated problems.
- Document track and follow up on all incidents and requests in the IT Service Management (ITSM) system.
- Identify and escalate recurring issues or systemic problems to appropriate teams or leadership.
- Collaborate with other IT teams including Network and Systems Administrators to resolve advanced technical issues.
- Provide mentorship and training to junior Service Desk Analysts and other team members.
- Perform root cause analysis and contribute to knowledge base documentation to improve future incident resolution.
- Maintain a high level of customer satisfaction through effective communication timely issue resolution and followups.
- Assist in the development and implementation of service desk procedures best practices and policies.
- Stay current on industry trends new technologies and emerging tools to ensure the Service Desk remains effective and efficient.
Qualifications
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If you meet these qualifications please submit your application via link provided in Linkedin.
Kindly do not call the general line to submit your application.
