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Service Desk Analyst
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Full-time
- SWBC is seeking a talented individual to provide internal and external support to SWBC employees, contractors, and customers for problem resolution and technical assistance with issues related to computer systems, hardware, and software; effectively respond to calls and inquiries within our ticketing system (ServiceNow); performs first-level diagnosis and troubleshooting; documents incidents with high expectations for first call resolution; and provides detailed documentation for escalation.
- Why you'll love this role:In this role, the Service Desk Analyst is a great entry level IT role; here you will work closely with your team to troubleshoot and resolve SWBC employee’s technical issues.
- You will also gain experience in customer service, documentation, call center software and the ServiceNow ticketing system.
- Essential duties include the following:Analyzes, troubleshoots, and resolves technical issues pertaining to computer systems, hardware, and software, via ServiceNow portal tickets, phone, and online chat.
- Attends all Service Desk meetings and contributes as a team member in an effort to meet KPIs. Maintains high level of customer service while responding to queries and provides troubleshooting support to all SWBC employees and customers.
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