Service Desk Analyst

Job Description

• The Service Desk Analyst delivers maintenance for a primary incident solution, and it is reported to the centralized division of the service desk. Usually, responsibilities include initial test, allocation of the task, research, and resolution of primary incidents and requests concerning the use of application software and hardware products along with infrastructure constituents.
• The Service Desk Analyst is accountable for gathering information through a client conversation, logging on to support tools, and additional support staff (service resources) if needed. Issues outside the scope of their capability or responsibility are fixed by engaging in routine other service resources from other facilities, units, organizational groups, or the business's service desk.
• Service Desk Analysts fixes the cases informed by consumers or customers. The Service Desk Analysts typically offer the first point of contact with the client. During the incident resolving process, analysts work with other experts, vendors, and specialists to solve the incidents for the customers.
• Service Desk Analysts also generate provision of requirements for users in the self-service intranet, update requirements, and look up the position of requests.

Duties of Service Desk Analysts may vary, but core responsibilities include the following:

• Manage Support Requests
• Accelerate Complex Cases
• Manage Service Documentation
• Fine-tuning, Installation, and configuration of current and new modules.
• Troubleshoot in case of any issue occurred.
• Open tickets with the vendor if needed.
• Reports creation and customization.
• Integration with any NPCDR current or expected systems.