Service Desk Analyst I, II, III Job

Primary Purpose:

Provide high level of customer service, the Service Desk Analyst I answers incoming calls, tracks all information in a call tracking system, uses a knowledge management tool along with their expertise to resolve Level I incidents in a timely fashion. Escalate unresolved incidents and service requests to the proper Level II and III support teams. Troubleshoot basic end-user issues on various platforms, to include software, hardware, network and telecommunications systems, as well as provides basic desktop support.

Essential Duties and Responsibilities:

Following is a summary of the essential functions for this job. Other duties may be performed, both major and minor, which are not mentioned below. Specific activities may change from time to time.

• Troubleshoot and resolve tickets within SLAs related to operations and end-user requests


• Comply with standard processes and procedures documentation


• Maintain strong customer service focus to successfully interact with end-users and peer teams


• Interact closely with customers to understand their needs and / or requirements


• Able to coordinate with geographically dispersed teams to achieve results


• Seek to develop self and skills needed to be prepared for future opportunities consistently


• Contact support teams to assist with incident resolution regarding system outages


• Follow up on unresolved ticket status on behalf of the customer


• Resolve password / account access related calls


• Receive, log and manage several calls each day from internal and external customers via telephone and or web based ticketing system


• Troubleshoot IT related incidents, related but not limited to, software, network, laptops/desktops and printers


• Escalate unresolved calls to various support teams


• Able to support 24x7x365 on-call rotation

Minimum Skills and Competencies:

The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• High school diploma or general education degree (GED)


• Proficient in Microsoft Office (Word, Excel, Outlook, PowerPoint)


• Must possess effective verbal and written communication skills


• High degree of initiative, mature judgment, and discretion


• Must perform well in high-energy, dynamic and team-oriented environments


• Ability to work in a team environment


• Experience working with an enterprise ticketing system


• Self-motivated achiever who gains satisfaction from providing excellent customer service

Desired Skills:

• Bachelor Degree in an IT related discipline, or the equivalent combination of education, professional training, and / or work experience


• 1+ years of experience in an IT support environment


• ITIL Service Management experience


• Active Directory knowledge


• CompTIA IT Certifications