Service Desk Analyst

Job description

• Identify and diagnose issues and problems.
• Categorize and record reported queries and provide solutions.
• Support problem identification.
• Advise users on appropriate course of action.
• Monitor issues from start to resolution.
• Serve as the first point of contact for customers seeking technical assistance over the phone or email
• Perform remote troubleshooting through diagnostic techniques and pertinent questions
• Determine the best solution based on the issue and details provided by customers
• Walk the customer through the problem-solving process
• Direct unresolved issues to the next level of support personnel
• Provide accurate information on IT products or services
• Record events and problems and their resolution in logs
• Follow-up and update customer status and information
• Pass on any feedback or suggestions by customers to the appropriate internal team
• Identify and suggest possible improvemnt

• Qualifications: Graduate
• Range of Year Experience-Min Year: 1
• Range of Year Experience-Max Year: 9