Responds to Service Desk tickets and telephone requests for technical support. Installs and removes software from computer systems, diagnoses and repairs technical issues, documents and tracks all issues in a timely manner. As a single point of contact for IT customers the Service Desk Analyst I will provide first contact resolution whenever possible and will escalate incidents to other IT teams if needed.
Major duties and qualifications
1. Identifies, diagnoses, and resolves Tier One incidents in a call center environment for the National Support Center and supported Dental Offices. 2. Recognizing and escalating more difficult problems to Tier 3 support. 3. Logging all call activity. 4. Provides one-on-one end-user problem resolution via remote desktop tools and by telephone. 5. Diagnoses and resolves end-user local-area network access problems, e-mail, Internet, and network or local printer problems. 6. Diagnoses and resolves minor desktop and laptop hardware issues. 7. Helps coordinate timely support and repair on various IT equipment covered by third-party vendor maintenance agreements. 8. Manages help tickets assigned, ensuring maximum incident resolution in minimum time with the end user needs the main focus.
Heavy Phones Experience troubleshooting tickets
2 Corporate Plaza Drive, Suite 125
Newport Beach, California, 92660 Phone: 949-442-1980