Service Desk Analyst

We are seeking a professional with a minimum of 12-18 months of Service Desk experience. Ideal applicants should have the following qualifications and experience.

Must reside in Delaware or DFW area

Qualifications:

• Excellent Customer Service/Phone Skills
• Excellent Communication Skills - both written and verbal
• Tier 1 support for Enterprise/IT applications
• Experience of working within ServiceNow
• Understanding of ITIL practices
• Willingness to work in a 24/7 environment.

Responsibilities:

• To deliver a Tier 1 support service via the Service Desk, receiving incidents and service requests from various routes including telephone, web, and chat.
• Actively troubleshoot to identify, assess, record, resolve and/or escalate incidents and service requests ensuring they are handled within an agreed time limit, within agreed processes and in a professional and customer sensitive manner.
• Ensure Customer Service Level Agreements are met or exceeded.
• Respond to customer enquiries in a timely and efficient manner.
• Ensure appropriate documentation of the interaction on the customer's account in the prescribed format.
• Execute transactions as per prescribed guidelines and timelines.
• Ensure customer/user confidentiality and data protection at all times.