Technology Help Desk Analyst I

The Technology Help Desk Analyst will be the first point of contact for the end users through phone, email, chat, and/or ticket system. This position is classified as a Tier 1 Technology Help Desk role. The aim is to promptly provide solutions for our end user community as outlined by the department's service level agreements. In some cases, the role-holder will assist in dispatching when the issue or request can only be handled by a Tier 2 or Tier 3 team.

Main responsibilities:

• Provide initial assessment, basic to intermediate level troubleshooting, and where possible, provide resolution of inbound issues
• Record, track, monitor, and follow-up SLA breaches of incidents and service requests following the defined Incident Management Process
• Provide an accurate record of each incident description and resolution
• Manage resolution of issues efficiently and professionally manifested by a higher level of customer satisfaction
• Identify ...