Service Desk Analyst Team Lead

Key Responsibilities

• Troubleshoots and resolves complex issues including o Supporting maintenance of hardware /software, client propriety, COTS and Unisys applications and issues with voice communications and voicemail systems, and o Assisting with resolution of Issues with network connectivity, printing and remote access to desktop equipment.

• Identifies root causes of problems and takes responsibility for timely solution; escalates unusual or complex problems to higher levels for resolution.

• Communicates problem, resolution and root cause information to users, both technical and non-technical, to help prevent future recurrence.

• Supports L1 and L2 support agents in ongoing day to day questions related to client incidents, requests and queries.

• Utilizes problem solving and analytical skills to effectively resolve challenging incidents.