Service Desk Analyst
Core
Provides Level 1 IT support to associates for incidents and service requests via phone, chat, portal, email, and in-person.
Role type
Service Desk Analyst (Level 1)
Builds
IT support workflows and incident resolution for associates
Domain
Corporate IT / Banking
Required skills
ITIL, ITSM, Microsoft Office, incident tracking, diagnostic procedures, knowledge base maintenance, trend reporting
Preferred skills
ITIL, ITSM
Technologies
IT Service Management systems, Microsoft Office
Responsibilities
Answer and prioritize incoming IT requests; diagnose and resolve routine user problems; log and track incidents; maintain knowledge base; communicate incident trends to supervisors.
Seniority
Entry-level, hands-on IC
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