Location
San Antonio, TX | United States
Job description
Kforce has a client in San Antonio, TX that is looking for a Service Desk Analyst.
Summary:
The ideal candidate will play a crucial role in providing technical assistance and support to end-users while ensuring excellent customer service and timely problem resolution. The Service Desk Analyst will be responsible for diagnosing and resolving technical issues, escalating complex problems when necessary, and maintaining accurate records of all interactions.
Key Responsibilities:
- Service Desk Analyst will respond to incoming service requests and incidents via phone, email, or ticketing system
- Provide timely and effective technical support to end-users, ensuring a positive customer experience
- Diagnose and resolve hardware, software, and network-related issues
- Log, categorize, prioritize, and track incidents through to resolution using the designated ticketing system
- Escalate complex issues to the appropriate IT support teams and follow up on escalated tickets to ensure timely resolution
- Analyze problems and develop solutions to address root causes
- Proactively identify trends or recurring issues and propose long-term solutions to prevent future occurrences
- Maintain accurate and up-to-date records of all service desk interactions, including details of issues and resolutions
- As a Service Desk Analyst, you will contribute to the creation and updating of knowledge base articles for common issues and solutions
- Communicate technical information effectively to both technical and non-technical end-users
- Provide regular updates to end-users regarding the status of their service requests
- Collaborate with other IT teams to ensure seamless service delivery and contribute to continuous improvement initiatives
Job tags
Salary
$18 - $21 per hour
