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Yochana IT Solutions INC

28275 Orchard Lake Rd
Fragminton Hills, India

Phone: 2482136465
Web Site: www.yochanait.com

Company Profile


Service desk Analyst


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Job ID:

7067

Location:

Plano, TX, United States 

Category:

Information-Technology

Salary:

$35,000.00 per year
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Job Views:

271

Zip Code:

75025

Employment Type:

Full time

Posted:

11.21.2014
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Job Description:

Service Desk – JD:
Analyst would be responsible for handling L1 issues reported with the Apps & Infra helpdesk, this may include, but not restricted to the following:
  • Receive calls, emails and web-tickets for end users and other Agency Service Desks / Help Desks, and create Incident tickets or Service Request tickets, logging all pertinent Information.
  • Tracking and classifying incoming incidents or service requests, attempting initially solutions.
  • Provides initial assessment of categorization and prioritization for reported Incidents and
  • Service Requests and provides initial support, targeting a higher level of first contact resolution
  • Ensures Incidents and Service Requests are properly escalated and assigned to appropriate support groups.
  • Perform hierarchical escalation to Service Desk Management and Incident Management
  • Provide communication to end users concerning the status of Incidents, Service Requests, and Changes


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