IT Help Desk Analyst

IT Help Desk Analyst

We are looking for professionals to act as the first point of contact for user technical issues and concerns and will be responsible for providing consistent high-quality customer service and support for our applications and systems.

Responsibilities:

• Provide initial assessment and troubleshooting.
• Record, track, monitor, and follow up SLA breaches of incidents and service requests following the defined Incident Management Process.
• Escalate and coordinate unresolved incidents to the appropriate support team by consistently following defined escalation procedures.
• Perform tasks but not limited to message tracking (internal and external), network account lockout tracing and resolution, MobileIron registered devices, 2-factor authentication administration/management of accounts, active directory administration and management, and exchange admin center.

Knowledge and Skills:

• Experience in...