Service Desk Analyst

Responsibilities:

• Attend to support cases via phone, email or online web tools.
• Collect information from users to understand and resolve problems remotely.
• Analyze and categorize incidents to diagnose and resolve them to the best of their ability, and redirect support cases to the right support staff/resource when necessary.
• Utilize available resources and aids in coming up with solutions for problems.
• Accurately log relevant details of all interactions with customers.
• Follow up pending actions from customers and other resources in the organization, and track each call to resolution.

Key Skills:

• Technical and system expertise.
• Computer skills.
• Customer support.
• Problem-solving and troubleshooting abilities.
• Communication.
• Time management.
• Teamwork and collaboration.