IT IS_Service Desk

For certain common problems, such as installation and configuration problems, they provide users technical documentation\n- Service Desk Analysts often must accelerate customer support requests to higher-level IT support specialists if they are unable to resolve a particular issue on their own. Analysts then provide specialists with details about the issue so that they can resolve it effectively\n- Service Desk Analysts must maintain comprehensive records of issues relating to both software and hardware\n- respond to requests for technical assistance in person, via phone, chat, web and email\n- diagnose and resolve technical hardware and software issues\n- research questions using available information resources\n- advise user on appropriate action\n- follow standard help desk procedures\n- log all help desk interactions\n- administer help desk software\n- follow up with customers and users to ensure complete resolution of issues\n- redirect problems to correct resource\n- identify and escalate situations requiring urgent attention\n- track and route problems and requests and document resolutions\n- resolve technical problems with Local Area Networks and Wide Area networks\n- prepare activity reports\n- inform management of recurring problems\n- stay current with system information, changes and updates\n- help update training manuals for new and revised software and hardware\n- train users as necessary