Service Desk Analyst

Job Title

Service Desk Analyst

Job Description

• Responsible for providing technical assistance and support related to computer systems, hardware, or software. Responds to queries, runs diagnostic programs, isolates problems, and determines and implements solutions.
• Must have good technical knowledge and be able to communicate effectively to understand the problem and explain its solution. They must also be customer-oriented and patient to deal with difficult customers.
• The goal is to create value for clients that will help preserve the company’s reputation and business.

Responsibilities

• Serving as the first point of contact for customers seeking technical assistance over the phone, chat or email.
• Performing remote troubleshooting through diagnostic techniques and pertinent questions.
• Walk the customer through the problem-solving process.
• Direct unresolved issues to t...