Service Desk Analyst II

Requires: - Must have 2 years of IT Help Desk experience Selected Responsibilities:I. Answer Help Desk phones and provide Tier I support to users on a variety of issuesII. Responds to telephone calls, email and personnel requests for technical supportIII. Log and prioritize calls and provide reports as required on Service Level Agreements (SLAs)IV. Documents, tracks, and monitors the problem to ensure a timely resolutionV. Possess strong customer service and communications skillsVI. Analyze, evaluate, and test software and hardware problemsVII. Handle heavy call volume