Service Desk Analyst Ii

Overview:
STATEMENT:
The Service Desk Analyst II is responsible for providing technical advice and guidance to IT users, employing a high degree of customer service, technical expertise, incident resolution, and timeliness
DETAILED RESPONSIBILITIES/DUTIES:
Level II
- Provides service desk support to all Herbalife Nutrition employees
- Provides 1st and 2nd level technical assistance and support for incoming queries and issues related to computer systems, software, and hardware
- Monitors tickets assigned to the queue and process first-in first-out based on priority and redirect issues to correct resource
- Applies business/technical support concepts to perform Tier 1 and 2 technical support and escalate issues requiring upper 2nd or 3rd level support
- Utilizes and maintains the service management tracking software
- Manages follow-ups and hand-offs on behalf of the user
- Provides technical support, including deploying, configuring and desktop PC's, lap...