The Service Desk Analyst is a member of the Service Desk team. They are responsible for first level technical support of all supported applications. The will respond to user inquiries regarding incidents with applications, networks, platforms, and servers. In addition, they will answer questions via phone and electronic mail related to the use of supported software and hardware systems. They will escalate to L2 and L3 as appropriate.
Provides technical support by phone to customers relating to effective use of technologies including computer, mobility, voice, network connectivity, and various software
Thoroughly documents all work completed into the appropriate call-tracking and incident management systems.
Routinely utilizes and contributes to the knowledgebase and actively promotes utilization to both internal and external
Ensures appropriate and accurate escalation of incidents that require resolution by other IT groups beyond the Service
Assist in the on-boarding and training of new employees
Associate’s Degree in Information Systems, Business, or related field, or equivalent experience.
Basic computer software applications including MS Office products, email, Internet access, and multimedia technology
Knowledgeable with LAN or WAN networking
Working knowledge of Windows OS
Computer hardware components, systems, and peripherals
PC support background and experience working in a call center / phone support environment
Good organizational and problem solving skills
Ability to multitask
Ability to work in a highly collaborative environment
Ability to work a flexible schedule including overtime as required
Job ID req3693
Line of Business: Internal Client Service
Job Type: Full Time
Req #: req3693
Location: 331 W 3rd St., Suite 200, Davenport, IA US