IT Service Desk Analyst

We are looking for Service Desk Analyst with 2 to 5 years of experience. Required Skills: on call support/customer support, ITSM tool, incidents management, ticketting and troubleshooting Job Responsibilities - Answers and responds to inbound calls \chat\email from end-users regarding issues - Creates and documents all support calls from the user community into the service desk tracking software (ITSM tool) - 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 - Flexible for 24/7 support when required - 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 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 a professional attitude Good-to-Have - Strong technical knowledge of information technology systems and infrastructure - Understanding of risk management, mitigation, and incident response frameworks - Providing technical diagnosis and solutions to users, either over the phone or via email - Collaborating with technical support teams to provide an efficient resolution to technical issues - Ensuring that users receive appropriate feedback and support throughout the resolution process - Ability to stay calm under pressure and make sound decisions in crisis situations