What are the responsibilities and job description for the Service Desk Analyst position at SDK Software, Inc.?
- Manage level 1 and 2 service Incidents/requests from report to resolution
- Provide support and services to users, seeking to resolve as many calls as possible at level 1 and 2
- Provide customer with a single point of contact for Service Desk activities, for problems, incidents and request items
- Contribute to the continuous process improvement of the Service Desk Area
- Remain technically knowledgeable and current on all Service Desk tools in use in the Data Center such as ServiceNow performance monitoring tools
- Receive, prioritize, document and actively resolve end user help requests
- Triage requests to ensure accurate transfers and escalation, per service level agreements (SLA)
- Track open tickets and monitor ticket progress per SLA, close ticket items when resolve
