Service Desk Analyst in Atlanta, GA at DISYS

Date Posted: 10/24/2018

Job Snapshot

Job Description

The Service Desk Analyst provides support for basic incident resolution and requests reported to the service desk. Responsibilities include initial assessment, triage, research, and resolution of basic incidents and requests regarding the use of application software products and/or infrastructure components. The Service Desk Analyst is responsible for collecting information through customer conversation, accessing support tools, and additional support staff (service resources) if needed. Problems beyond the scope of their ability or responsibility are resolved by engaging in a timely manner other service resources from facilities, division or corporate groups, or the corporate service desk.

  • Uses the appropriate CTI categories for logging incidents and requests.
  • Creates a positive customer support experience and builds strong relationships through deep problem understanding, ensuring timely resolution or escalation, communicating promptly on progress, and handling customers with a consummately professional attitude.
  • Ensures the end-to-end customer experience and provides a single point-of-contact for the customer.
  • Analyzes and resolves incidents and requests regarding use of application software or hardware. Logs and tracks incidents and requests from identification through resolution.
  • Follows up with other support staff (service resources) involved in resolution to ensure Service Request and incidents are resolved, requests are filled, and the customer communication is complete. Documents resolutions and updates self-help and staff knowledge bases.
  • Grows general knowledge of current corporate, division, and facility-specific products, increasing ability to resolve requests on first contact.
  • Job Requirements

    The Service Desk Analyst provides support for basic incident resolution and requests reported to the service desk. Responsibilities include initial assessment, triage, research, and resolution of basic incidents and requests regarding the use of application software products and/or infrastructure components. The Service Desk Analyst is responsible for collecting information through customer conversation, accessing support tools, and additional support staff (service resources) if needed. Problems beyond the scope of their ability or responsibility are resolved by engaging in a timely manner other service resources from facilities, division or corporate groups, or the corporate service desk.

  • Uses the appropriate CTI categories for logging incidents and requests.
  • Creates a positive customer support experience and builds strong relationships through deep problem understanding, ensuring timely resolution or escalation, communicating promptly on progress, and handling customers with a consummately professional attitude.
  • Ensures the end-to-end customer experience and provides a single point-of-contact for the customer.
  • Analyzes and resolves incidents and requests regarding use of application software or hardware. Logs and tracks incidents and requests from identification through resolution.
  • Follows up with other support staff (service resources) involved in resolution to ensure Service Request and incidents are resolved, requests are filled, and the customer communication is complete. Documents resolutions and updates self-help and staff knowledge bases.
  • Grows general knowledge of current corporate, division, and facility-specific products, increasing ability to resolve requests on first contact.
  • Digital Intelligence Systems, LLC. is an Equal Opportunity Employer, M/F/D/V. We do not discriminate against any employee or applicant because they inquired about, discussed, or disclosed compensation. Email recruitinghelp @ disys.com to contact us if you are an individual with a disability and require accommodation in the application process.