Service Desk Analyst

• Serve as the initial contact for reporting technical issues, and answering questions regarding upgrades, installations, and other software/hardware/network issues.
• Effectively communicate with requesters in a clear, positive, and professional manner (in accordance with Intelliteach script, spelling, grammatical, and related guidelines);
• Accurately diagnose client technical issues; gather the necessary information; and perform standard, preliminary research using all relevant available resources
• Effectively implement the steps found in available resources by following the instructions and using a variety of remote access, user admin, and related tools
• Clearly and thoroughly document requests for assistance in our ticket management system, and track incidents through to resolution/escalation (per client guidelines)
• Escalate unresolved issues to the appropriate channels
• Identify potential outages and other problems (via information gathering, ticket trends, etc.) and communicate the information to Team Leads in a timely manner.

OTHER DUTIES

• Performs other duties as assigned by management
• Provide backup support to other team members
• Follow all quality, safety, and company guidelines to ensure a safe and productive work environment, and actively live the company values.