Service Desk Analyst

3 weeks ago

San Antonio, United States Argo AI Full time

Responsibilities:

Main duties of a service desk analyst are to handle incoming queries and requests from end users, either via email or over the phone.

A service desk analyst is an information technology (IT) professional who helps users resolve issues with computer hardware or software.

They respond to user inquiries, assess problems and issues with IT equipment and applications, and help resolve these issues for users.

They also work closely with other IT department personnel toprovide assistanceon tasks that are outside the scope of their knowledge orexpertise.

They take detailed notes of the problem the user is experiencing,determinesteps they can take to resolve the issue, and manage the flow of incoming support requests.

This involves asking questions todeterminethe full scope of the user’s issue.

Service desk analysts escalate user support requests to higher-level support teams and experts if they are unable to resolve the issue on their own.

Ensure all Service tickets are resolved using a published Knowledge Base (KB) article.

Adhere to the specified response & resolution timelines mentioned in SLA.

Act as a trigger for the critical incident management process by involving the technical & Critical incident management team.

Coordinate with technical teams toassistin providingaccurate&timelyupdates to the users and customer counterpart till the issue is resolved.

Work on value-add activities such as Knowledge base updates and self-development.

Discuss operational challenges and constraints with the management in team meetings to ensuretimelyresolution.

Qualifications:

2-3+ yearsUniversity leveleducation or job equivalent experience.

Understanding of ITIL frameworks.

Experience working in a corporate environment; financial industry.

Be able toidentifyand troubleshoot technical issues withappropriate responses.

Excellent communications skills.

Effectively communicate procedures and workarounds.

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