|Reference #||19-00340||Title||Information Technology - Service Desk Analyst|
|Start Date / End Date||17-06-2019 --- 30-06-2020|
Description of Duties (primary & secondary)
" 20% - Receive calls, emails and web inquiries for end users and /or other external Help Desks
" 20% - Log the call, email or web inquiry into a ticket management system and classify the ticket according to identified standard severity classifications
" 20% - Provide basic level troubleshooting to uncover known issues.
" 20% - Be the primary customer contact for status of assigned tickets, be the primary owner of assigned open issue until problem is resolved and ticket is closed.
" 20% - Provide problem resolution for known issues in a timely manner or escalate tickets to the next support tier as appropriate.
" Other duties as assigned
" Associate's degree plus one to three years of information technology experience or equivalent experience
" 3+ years of experience in Technical knowledge to provide support to end users.
" 3+ years of experience Knowledge of workflows and processes, back-office server applications, web-based application, computer/networking protocols and any other computer-related technologies.