Service Desk Analyst - Level II

The Service Desk Analyst provides end-user support in creating documentation for recurring tasks as well as assisting the team in setting up user accounts. This person diagnoses, troubleshoots and resolves basic and moderate technical problems. This person operates under defined processes and procedures and makes decisions regarding short-term priorities and work activities requiring interpretation of guidelines, policies and procedures. The Support Analyst will work closely with our Helpdesk, Desktop Technology, and ATS teams in supporting users in general IT problems. This is a Night Shift role.

Responsibilities:

• Act as the single point of contact (SPOC) for IT support.
• Log, track, and resolve incidents and service requests.
• Restore service as quickly as possible within SLA targets Deliver professional, customer-focused support.
• Protect confidential information and maintaining security standards.
• Drive continuous service improvement.
• Assist with Ad Hoc projects and backup support for the support team