What are the responsibilities and job description for the Help Desk Analyst position at Pomeroy?
General Summary
The Analyst, Service Desk is to the customers champion in addressing IT - related needs. This position provides professional and effective IT Service Desk support services to the end users via telephone, email or remote access on a variety of technical issues and problems
Essential Duties And Responsibilities
Provides level 1 customer and technical support, including how-to questions, to customers through inbound phone and email requests.
Independently identifies, troubleshoots, documents, and replicates simple to complex customer problems and then resolves or escalate complex problems according to escalation procedures.
Applies existing technical skills and begins to develop advanced skills using tools and equipment appropriate for the position.
Retains ownership of all cases throughout the resolution process which may require follow-up with customers and involvement with other IT groups.
Reports enhancement requests and defects receiving from customers regarding hardware, applications or documentation and communicate to appropriate IT personnel.
Participates in the knowledge creation and maintenance process.
Carries out level 1 tasks such as password changes, user account creations, deletions, archiving, assisting user with additional and removal of printers on a PC, assisting users with commercial software and mission-critical system issues.
Participates in the continuous improvement of Service Desk processes, communications and relationship with both customers and the rest of IT.
Acts as executive (c-suite) IT support back-up and is responsible for providing executive IT support when primary Executive Support Analyst is out of the office or otherwise unavailable.
Enter, tracks and maintains incident tickets in Service Now ticketing system.
Qualifications
1-5 years' experience troubleshooting in a help desk/service desk environment
LI-DNI
The Analyst, Service Desk is to the customers champion in addressing IT - related needs. This position provides professional and effective IT Service Desk support services to the end users via telephone, email or remote access on a variety of technical issues and problems
Essential Duties And Responsibilities
Provides level 1 customer and technical support, including how-to questions, to customers through inbound phone and email requests.
Independently identifies, troubleshoots, documents, and replicates simple to complex customer problems and then resolves or escalate complex problems according to escalation procedures.
Applies existing technical skills and begins to develop advanced skills using tools and equipment appropriate for the position.
Retains ownership of all cases throughout the resolution process which may require follow-up with customers and involvement with other IT groups.
Reports enhancement requests and defects receiving from customers regarding hardware, applications or documentation and communicate to appropriate IT personnel.
Participates in the knowledge creation and maintenance process.
Carries out level 1 tasks such as password changes, user account creations, deletions, archiving, assisting user with additional and removal of printers on a PC, assisting users with commercial software and mission-critical system issues.
Participates in the continuous improvement of Service Desk processes, communications and relationship with both customers and the rest of IT.
Acts as executive (c-suite) IT support back-up and is responsible for providing executive IT support when primary Executive Support Analyst is out of the office or otherwise unavailable.
Enter, tracks and maintains incident tickets in Service Now ticketing system.
Qualifications
1-5 years' experience troubleshooting in a help desk/service desk environment
LI-DNI
