Service Desk Analyst

The role:

• Responsible for providing the first-line of post-sales telephone and various other media technical support of hardware, systems, sub-systems and/or applications for customers and/or employees.
• Answers basic questions about installation, operation, configuration, customization, and usage of assigned products.
• Applies basic diagnostic techniques to identify problems, investigate causes and recommend solutions to correct common failures.
• Escalates complex problems to the Remote Support Engineering staff or Field Engineering.
• Typically provides technical support for internal and external customers.
• Escalates complex problems to higher level of expertise within organization.
• Monitor installed systems, identify problems, and take corrective action.
• Identify, manage, escalation, and resolve technical issues.
• Install and configure software, print drivers, utilities, etc. to be utilized on workstations and computer networks.
• Troubleshoot all information technology issues, including software, hardware, and networking.

Key Qualifications:

• Minimum of 2 years IT related experience
• Good communication skills
• Knowledge of basic troubleshooting