Service Desk Analyst

job summary:

• Receiving support requests via phone calls
• Opening support tickets within the ServiceNow ticketing system
• Documenting issues
• Completing required support work
• Updating and closing out ticket work
• Perform Password Resets on multiple systems and hosts
• Supports Enterprise Wireless Operations
• Provide first and second level support for remote user laptops
• Provide support for company VPN/Remote solution.
• Prioritize and escalate issues to other management/staff
• Communicate, and/or Escalate to 2nd Level Support Teams, if needed
• Enter pertinent information and updates of reported incidents in ServiceNow ticketing system
• Reset client passwords according to information security guidelines.

• Receiving support requests via phone calls
• Opening support tickets within the ServiceNow ticketing system
• Documenting issues
• Completing required support work
• Updating and closing out ticket work
• Perform Password Resets on multiple systems and hosts
• Supports Enterprise Wireless Operations
• Provide first and second level support for remote user laptops
• Provide support for company VPN/Remote solution.
• Prioritize and escalate issues to other management/staff
• Communicate, and/or Escalate to 2nd Level Support Teams, if needed
• Enter pertinent information and updates of reported incidents in ServiceNow ticketing system
• Reset client passwords according to information security guidelines.

• Experience level: Entry Level
• Minimum 2 years of experience
• Education: No Degree Required

• Desktop Support
• help desk
• service desk