Service Desk Analyst

Perform first level support to assist end users at the onset of an issue or request Serving as the first point of contact for end users seeking technical assistance over available contact channels Provide initial investigation and diagnosis and promptly allocates unresolved issues as appropriate Categorize and record reported queries and provide solutions Logs incidents and service requests and maintains relevant records Support problem identification Update users on the status of reported cases and advise users on appropriate course of action Monitor issues and requests from start to resolution Escalate unresolved problems to a higher level of support Provide essential online security advice and support to end users Delivering customer service through multiple channels Monitor and respond quickly and effectively to issues/requests received through Service Desk Contributes to creation of process documentation when needed Submit daily, weekly and monthly reports as required