What are the responsibilities and job description for the Service Desk Analyst position at Software People, Inc.?
In person interview needed. Onsite from day 1
Location: NYC, NY
Duration: 6 months (35 hrs/week)
Client: NYCHA (New York City Housing Authority)
Responsibilities
- Service Desk Analyst provide technical support on hardware, software, network, and telephony issues for all staff. Analysts diagnose and resolve basic technology issues adhering to ITIL-based ITSM processes. Included in these responsibilities are the following:
- Answers telephone and email inquiries to determine service required.
- Keeps customers apprised of status and progress on unresolved service requests.
- Provide comprehensive IT technical support services, responding to incidents within Service Level Agreements.
- Updates ServiceNow system to reflect actions taken, responses given, and inquiries forwarded for further research and response.
- Maintain accurate and complete call information in Service Now support system, documenting all interactions with users.
- Log, categorize and prioritize user tickets in line with required standards.
- Use troubleshooting techniques and tools such as knowledgebase to resolve issues.
- Escalate more complex customer technical issues to the appropriate team.
- Communicate service disruptions to users.
- Create detailed documentation and training materials for peers and users.
- Learn, document, and support new applications and IT procedures.