18/02/2025
🔊 QUESS PH IS CURRENTLY ON THE LOOKOUT FOR IT SERVICE DESK!
The IT Service Desk performs various functions in providing basic incident resolution and technical support to customers or end users via the telephone or electronically. They conduct initial assessment, triage, research, and resolution of basic issues with application software and hardware components.
Given below is an example of the service desk analyst job description, highlighting major tasks, duties, and responsibilities that define the role:
- Answers and responds to inbound calls or electronic requests from end-users regarding products
- Creates and documents all support calls from the user community into the service desk tracking software
- Applies skills to resolve all technical trouble tickets at the service desk before referring to technical support
- Analyzes and resolves all application software or hardware incidents and requests from end-users
- Ensures to log and tracks incidents and requests from identification through resolution stages
- Follows up with reported complex incidents to ensure they are resolved, requests are filled, and the customer communication is complete
- Updates general knowledge of current corporate, division, and facility-specific products, as well as improving the ability to resolve requests on first contact
- Ensures accurate and necessary information is obtained by utilizing Remedy Templates when available
- Responsible for providing on-call support as needed
- Establishes and develops relationships with other IT&S teams through frequent constructive communication
- Responsible for identifying shortcomings for implementing process improvements
- Complies with and supports HCA IT&S standards, policies, and procedures
- Logs incidents and requests into appropriate product categorization
- Ensures timely resolution or escalation of incidents, and promptly communicates on progress to end-users
- Handles customers’ issues or requests with professional attitude
Should you be interested or know someone who might be willing to apply? Click the 'Send Message' icon for full details. 📲
