Service Desk Analyst

Job Description / Responsibilities:

Responsible for providing technical assistance and support related to computer systems, hardware, or software. Responds to queries, runs diagnostic programs, isolates problems, and determines and implements solutions.

Must have good technical knowledge and be able to communicate effectively to understand the problem and explain its solution. They must also be customer-oriented and patient to deal with difficult customers.

The goal is to create value for clients that will help preserve the company's reputation and business.

Responsibilities

Serving as the first point of contact for customers seeking technical assistance over the phone Chat or email.

Performing remote troubleshooting through diagnostic techniques and pertinent questions

Walk the customer through the problem-solving process.

Direct unresolved issues to the next level of support personnel

Provide accurate information on IT products or services.

Respond to email messages for customers seeking help.

Record events and problems and their resolution in logs

Follow-up and update customer status and information

Pass on any feedback or suggestions from customers to the appropriate internal team.

Identify and suggest possible improvements to procedures.

Install, modify, and repair computer hardware and software.

Determining the best solution based on the issue and details provided by customers.