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Service Desk Analyst

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On-Site Contract: Hours: 7:00am – 4:00pm M-F
Length of Assignment: ASAP – 09/15/2016

Skill Set: Associate’s Degree in Computer Support or related field. A minimum of three years of experience in all phases of computer operations, data entry and data control. Proficiency in computer hardware, operating systems, and procedures. Proficiency in PC operating systems (Windows XP and Windows 7) and network operating systems, Proficient with Microsoft Office Suite. Proficiency in IT infrastructure components: PC’s, laptops, tablets, Smart phone, peripherals, printers, networks, telephony and security. Proficiency in ITIL. Ability to communicate effectively, orally and in writing.

Duties in order of importance:
· Responds to users request for assistance by initiating and updating database of incident report tickets; tracking open ticket activity and insuring timely resolution per Service Level Agreement (SLAs).

· Analyzes, diagnoses, and resolves incidents associated with passwords, software, and department business operations using defined procedures and policies

· Installs software for users, troubleshoots error messages, and other problems associated with software and provides assistance with usage of the application

· Analyzes, diagnoses, and resolves incidents associated with computer hardware, LAN/WAN systems and security, using defined procedures and policies. Escalates incidents to appropriate IT support groups when necessary

· Updates and maintains knowledge database with resolutions to issues encountered. Ensures the knowledge base is maintained in a communication style that allows the users easy review for self-support trouble shooting.

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