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Service Desk Analyst
Ref No.: 18-74009
Location: Omaha, Nebraska
Position Type:Contract
Experience Level: 8 Years
Start Date: 10/05/2018
  •          Real life PC problems - Expert
  •          Client Technical Service Awareness - Intermediate
  •          Relevance and use of technology in companies - Expert
  •          IT End Devices- Advance
  •          Virtual private network (VPN)- Advance
  •          Internet and Intranet - Advance
  •          Windows XP navigation - Expert
  •          Operating the computer - Expert
  •          Technical Troubleshooting - Account Management/password reset - Expert
  •          Technical Troubleshooting - OS - Advance
  •          Technical Troubleshooting - End Devices - Advance
  •          COTS Application - How to and basic triage - Advance
  •          Ticketing Tool - Advance
  •          MS Office - Intermediate
  •          Avaya/Phone Operating skills - Intermediate
  •          Remote Desktop – Intermediate
Process Skills:
  •          Respond to customer queries via inbound calls, emails, chat and web tickets within defined SLA's
  •          Logging incidents and service requests, categorizing and prioritizing them, and managing their life cycle as per ITIL guidelines.
  •          Update users about request status and close request when users are satisfied with solutions
  •          Level 1 troubleshooting mainly related to desktop/OS, Custom and COTS applications, Exchange related, End devices, VPN, VOIP and share point as per guidelines in the knowledgebase
  •          Remote desktop troubleshooting. Escalate complex incidents / requests to upstream technical groups