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Service Desk Analyst II
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- Provides tier 1 service to end users by answering and responding to incident and service requests submitted via the Service Desk Portal, phone call, e-mail, and in person.
- Performs diagnostics and analysis in partnership with other Service Desk Team members to resolve issues and promote learning.
- Assists with the development and maintenance of technical procedure and knowledge base documentation related to the installation, troubleshooting, and maintenance of hardware and software and general how-to information.
- Promotes and shares first call resolutions with team members, by providing detailed documented steps to assist in increasing overall Service Desk Team first contact resolution.
- Support and maintain new and existing asset account information including rights, security, and systems groups in Active Directory.
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