nfrastructure is hiring a Service Desk Analyst

Responsibilities

• Perform customer support to client via telephone, chat and email support
• Perform call backs as required
• Identify and/or coordinate hardware and software requests and offer solutions for customer accounts
• Act as a subject matter expert (SME) across limited subject areas and provide mentoring in the limited subject areas
• Train and mentor other service desk associates as needed

Requirements

• Provide Level 1 support to clients
• Provide customer-friendly assistance to clients experiencing difficulty using IT products and services
• Troubleshoot, diagnose and resolve or escalate Level 1 incidents received as necessary
• Install, configure, administer and support the network status monitoring tools
• Analyze the data obtained with these tools to diagnose problems, determine trends, and plan upgrades
• Be flexible to work 1st, 2nd or 3rd shift

Additional Information

• This is a shift position