Service Desk Analyst – Call Center

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

#J-18808-Ljbffr