What are the responsibilities and job description for the IT Service Desk Analyst position at IMPACT Technology Recruiting?
Seeking IT Service Desk Analysts for the following hybrid opportunity :
Responsibilities :
- Research escalated inquiries / issues by using critical thinking, initiative, and collaboration in combination with established processes and procedures
- Work closely with Product and Project Teams to gain understanding of and provide support for critical business applications
- Identify, recommend and document modifications or improvements for critical business applications
- Serve as a technical liaison between the development and user communities
- Review and analyze customer feedback on critical business applications
- Conduct training for Service Desk and other support teams on new products or services being rolled out to the enterprise
- Complete Payment Card Industry (PCI) compliance processes
- Create and review instructional documents and knowledge articles for business applications and processes
- Perform Quality Assurance validation on business applications software releases and fixes
- Provide on-call support for escalated production issues on a rotating schedule
- Complete work in a timely and accurate manner while providing exceptional customer service
- Follow Incident Management Procedures and assist with Customer Communication for High Priority issues affecting the enterprise
Qualifications :
