Service Desk Analyst 1

You will report to Manager Service Desk to contribute toward facilitating the initial call from internal customer inquiries or incidents

You will responsible for answering questions, creating initial tickets and may perform incident resolution

You will maintain contact with the customer on incidents retained by the analyst, communicating status and resolution to ensure customer satisfaction

You will gather incident details and records those details in the tracking system – including, incident description and customer information, component of the product or services affected, business impacts, workflow and subsequent severity level

You will escalate customer incidents when unable to resolve within the service desk

You will assist internal teams and resources to troubleshoot a...