Service Desk Analyst Call Center

Siri InfoSolutions Inc; Manhattan (IL); On-site; USD 60,000 - 80,000; Full time

Job summary

A technology services company is looking for a dedicated Service Desk Analyst to manage level 1 incident and service requests. In this full-time role, you will prioritize and resolve end user requests while ensuring SLAs are met. You will provide customers with a single point of contact for Service Desk activities and aim to deliver exceptional customer service. The ideal candidate will participate in special projects and other assigned duties, ensuring a positive experience for clients.

Responsibilities

• Manage level 1 & 1 Incident / service requests from report to resolution.
• Receive prioritize document and actively resolve end user help requests.
• Triage requests to ensure accurate transfers and escalation per service level agreements (SLA).
• Track open tickets (via ServiceNow) and monitor ticket progress per SLA close ticket items when resolve.
• Follow escalation and paging procedures to ensure SLAs are being met.
• Provide support and services to users seeking to resolve as many calls as possible at level 1.
• Provide customer with a single point of contact for Service Desk activities for problems incidents and request items.
• Provide a positive experience to clients through meeting and exceeding customer expectations and engendering confidence that requests will be resolved.
• Participate in special projects as needed and perform other duties as assigned.

Job description

Responsibilities

• Manage level 1 & 1 Incident / service requests from report to resolution.
• Receive prioritize document and actively resolve end user help requests.
• Triage requests to ensure accurate transfers and escalation per service level agreements (SLA).
• Track open tickets (via ServiceNow) and monitor ticket progress per SLA close ticket items when resolve.
• Follow escalation and paging procedures to ensure SLAs are being met.
• Provide support and services to users seeking to resolve as many calls as possible at level 1.
• Provide customer with a single point of contact for Service Desk activities for problems incidents and request items.
• Provide a positive experience to clients through meeting and exceeding customer expectations and engendering confidence that requests will be resolved.
• Participate in special projects as needed and perform other duties as assigned.

Job Details

Employment Type: Full Time

Experience: years

Vacancy: 1