Service Desk Analyst

Job Description:
What are the top 3 skills required for this role?
1. ITIL knowledge
2. Service desk experience
3. Good communication
Job Description/ Responsibilities
• Manage user inquiries, resolve issues, escalate as needed, and provide IT guidance
• Ensure efficient service delivery by resolving issues at the first level, submitting technical solutions to the knowledge base, providing ticket updates, and escalating to Level 2 when necessary
• ServiceNow used for IT Service Desk Management
• Answering user inquiries via Chat, Phone, and Self-Service Tickets
• Troubleshooting and resolving basic technical issues using Standard Operating Procedures
• Logging and tracking Incidents in ServiceNow
• Escalating unresolved issue to Level 2 or 3 IT support teams
• Providing general IT guidance and answering How to Questions
• Providing end user's ticket status and escalating to Level 2, if needed.
• Perform password resets and account unlocks
• Provide access for Private Banking users
• Providing efficient delivery service and maintaining end user satisfaction
Diverse Lynx LLC is an Equal Employment Opportunity employer. All qualified applicants will receive due consideration for employment without any discrimination. All applicants will be evaluated solely on the basis of their ability, competence and their proven capability to perform the functions outlined in the corresponding role. We promote and support a diverse workforce across all levels in the company.