Service Desk Analyst

This role performs varying degrees of problem determination and resolution of desktop hardware/software problems, through the effective use of available technical resources as per contracted service level agreements. A technical knowledge of the supported platform is required, as well as a working knowledge of the hardware.

Key Responsibilities – Resolve customer hardware/software PC problems and issues within the customer service level agreement and obtain a high customer satisfaction rating through good communication skills.

Key Activities – Perform installs, moves and adds, as well as data backup and restoration, on certain accounts for clients. Resolve problems and complete all related administrative duties. They have a direct impact on customer satisfaction, and therefore, need to understand their account/site environment.