Service Desk Analyst I


Position:
Service Desk Analyst I

Hours:
Monday - Friday 8 AM – 5 PM With Possible Variations

Location:
Buffalo, New York

Reports To:                        

Operations Manager       

FLSA Status:

Non-Exempt

Job Description:

Service Desk Analyst I provides effective diagnostic evaluation of end-user customer needs and in all cases uses good judgment and timeliness in responding to and resolving each issue or complaint to the customers’ satisfaction. Resolution includes but is not limited to the following: Identify, research, and resolve technical problems, timely response to telephone calls and email requests for technical support. This position also requires accurate documentation and tracking, and monitoring the problem to ensure a timely resolution. Analyst I takes the initial inquiries via phone or email and troubleshoots relatively simple hardware, software or network problems.  Responsibilities are to service phone and email requests to exceed customer expectations and to recognize and escalate more difficult problems to Service Desk Analyst II.

Job Responsibilities/Essential Duties:

This list of duties and responsibilities is not meant to be all-inclusive and can be expanded to include other duties or responsibilities that management deems necessary.

Technology & Skill Requirements:

Physical Demands:

Work Environment:

General office environment

Education:


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