What are the responsibilities and job description for the Service Desk Analyst I position at Nordic Global?
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Responsibilities:
Responsibilities:
- Provides Level I Support Desk coverage.
- Answers, evaluates, and prioritizes incoming telephone, voice mail, e-mail, chat, and in-person requests for assistance from users experiencing problems with hardware, software, networking, and other computer-related technologies.
- Uses established procedures and experience to determine the nature of the problem and provide solution to customer satisfaction in a timely and accurate manner adhering to established SLA’s
- Handle problem recognition, research, isolation, resolution, and follow-up for routine user problems, referring more complex problems to supervisor, Analyst or technical staff.
- Interact with internal I/S support personnel in troubleshooting and solving problems and issues in a timely and accurate manner
- Interview user to collect information about problem and lead user through diagnostic procedures to determine source of error.
- Determine whether problem is caused by hardware such as modem, printer, cables, or telephone.
- Document the problem via the Service Now application, in detail, with problem resolution or when appropriate, escalating the problem to the team Lead.
- Provide status feedback and/or appropriate forms to customer as required.
- Provides training on IT activities to internal and external customers and documents all procedures and policies as requested by management.
- Maintain professional demeanor and telephone etiquette in dealing with internal and external customers.
- Maintain a positive attitude in a service-oriented environment.
- Perform Customer Support Operator functions as requested by management.
- Proficient with Microsoft Office Suite, email, intranet, internet and other systems