What are the responsibilities and job description for the Service Desk Support Analyst position at Highstreet IT?
The Service Desk Analys t is the central point of contact between the customer and Highstreet's service delivery organization. The role of the Service Desk Analyst is to provide a wide range of services related to Incident Management and Request Management as defined by ITIL. Setting customer expectations and providing useful status updates is necessary as part of the job to achieve superior customer satisfaction.
This position requires the SD Analyst to utilize a vast array of experience and skills, systems and tools, in support of customers' IT organizations and end-users. The primary function of this position is to provide technical support for hardware, software, network, and telephony related issues, achieving first call resolution whenever possible through use of the knowledge-base and collaboration with tier-2 resolvers. Since the SD Analyst is primarily focused on providing phone support to the customer, outstanding communications skills is essential.
Responsibilities
Responsibilities include :
- Receive and log customer Incidents and Service Requests received by phone, email or self service
- Accurately classify, prioritize, and record Incident & Request details into the ticketing system
- Providing first contact resolution when possible
- Assist with dispatch functions and routing of tickets to field techs
- Routing of tickets to tier-2 resolvers when necessary
- Tracking and communications with the customer throughout ticket lifecycle
- Ticket closing upon customer consent
Qualifications
Skill Requirements :
Technical Requirements
MS Office Software
Experience :
This is a full time salaried plus benefits position with Highstreet IT, onsite at our offices in Islandia, NY. The hours are
M-Th 6PM-4AM.
Skills & Requirements Qualifications
