Service Desk Analyst Job For 0-50 Year Exp In Disys India Private Limited US – 2269278

Job Description :
Service Desk Analyst
Location: Washington, D.C.
Schedule: Monday through Friday / 8:00 AM – 5:30 PM
Summary:
Tier I 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.
Duties / Responsibilities:

• Uses the appropriate CTI categories for logging incidents and requests.
• Incident resolution via JIRA ticketing system.
• 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.
Benefits: 10 days PTO, comprehensive benefits package