Description

Provide technical support for moderately complex computer-related issues and manage the incident lifecycle.

This role is on-site.

Responsibilities

• Answer service desk telephones and provide guidance on software and hardware problems.
• Log and track all inquiries in the incident management database while maintaining accurate documentation.
• Resolve or refer highly complex technical problems appropriately.
• Follow up with customers to ensure inquiries meet agreed time frames and identify complaints for successful resolution.

Required Skills

• 5+ years of Service Desk Analyst experience.
• Proven experience providing technical support for computer-related problems.
• Ability to communicate technical issues clearly over the phone.
• Proficiency in using an incident management database.
• Strong problem-solving skills for software and hardware issues.
• Ability to escalate complex technical problems.

Preferred Skills

• Experience with ITIL processes.

Key Skills

Education

Any Gradute