Service Desk Analyst

Job Description:
The Service Desk Analyst provides support for basic incident resolution and requests reported by
APAC Schneider Employees.
Responsibilities include initial assessment, research, and resolution of
basic incidents and requests regarding use of applications, software and infrastructure components.
The Service Desk Analyst would be responsible for collecting information through a customer
conversation, probing, accessing support tools, and additional support teams if needed.
Problems
beyond the scope of their ability or responsibility are resolved by engaging other support teams in a
timely manner.
Responsibilities:
1) Addresses and resolves basic incidents and requests; logs all incidents and requests; engages
other service desks or appropriate support teams to resolve incidents that are beyond the scope of
their ability or responsibility.
2) Uses the appropri...