Workplace Engineering Track Associate

Workplace Engineering Track Associate

4-7 years
Not Specified

Job Description

Job Description
Service Desk Analyst Job Description
We are looking for a service desk analyst or an information technology (IT) professional who can help users resolve issues with computer hardware or software in English. The agent will respond to user inquiries, assess problems and issues with IT equipment and applications, and help resolve these issues for users.
Field Incoming Help Requests
The service desk analyst will handle incoming queries and help requests from end users, either via email, chat or over the phone. He will take detailed notes of the problem the user is experiencing, determine steps they can take to resolve the issue, and manage the flow of incoming support requests. This involves asking questions to determine the full scope of the user's issue.
Resolve IT Support Requests
If possible, the service desk analyst will directly resolve user technical issues as they arrive. It can involve remotely accessing the user's computer and making changes to their system and settings. Also, the service desk analyst will walk the user through steps they can take to resolve the issue on their own. For relatively simple issues, the service desk analyst can quickly devise a solution to the problem without the IT department taking further action.
Escalate Advanced Cases
The service desk analyst will escalate user support requests to higher-level IT support specialists and experts or resolver groups if they are unable to resolve the issue on their own. They will provide supervisors or specialists with notes regarding the problem, steps they have already taken to resolve the issue, and their diagnosis of the user's problem.
Maintain Service Records
Throughout the user support process, the service desk analyst will maintain detailed records of user issues with software and hardware. These notes can help diagnose and repair complex issues and also provide resolver groups with data regarding recurring issues and problems reported by multiple users. Given the detailed records, the service desk analyst can also look at a user's history of software or hardware issues and make recommendations to prevent future problems.
Perform System Testing and Updates
The service desk analyst will support users by performing system tests and updates after they complete their troubleshooting and necessary repairs. They may also walk users through update and installation processes for software and peripherals.
Maintain IT Documentation
The service desk analysts may also support department-wide operations by creating, editing, and maintaining IT documents or knowledge base articles. This can include FAQ documents for users that detail common issues and how to resolve them without opening a help desk ticket, department documents that outline standard operating procedures and practices, and help sheets that can be distributed throughout the organization.

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