|Reference #||19-00403||Title||Information Technology - Service Desk Analyst|
|Start Date / End Date||01-07-2019 --- 30-06-2020|
Feedback from Manager: Previous resources did not have strong Active Directory and remote tool experience. In interviews they were unable to strongly articulate knowledge and skill in Active Directory and remote tools.
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.