IT Service Desk Analyst
2 days ago
**Rotating 12-hour Shift JD**
**Rotating 12-hour Day or Night shift.**
**2 days work with 2 days off day.**
SECTION A:
- The 1st Level Remote Support is required to provide 1st level troubleshooting to users queries/incidents received (regardless of source; in a professional and timely manner)
SECTION B: KEY RESPONSIBILITIES AND RESULTS
Perform first level troubleshooting on all reported incidents and escalate incidents to 2nd level resolver groups as per work instructions.
Furnish and submit timely updates to customers on the status of outstanding issues within targeted Service Level
Maintain ownership of cases and follow-up on reported issues until closure and gather accurate and complete relevant information is recorded.
Manage customer expectations and notify Team Lead in the event of unusual surge in calls of a specific nature.
Handle initial classification/ prioritization of the incidents. Track the progress of resolution and provide regular updates for follow-up actions and incident status.
**Job Type**: Contract
Contract length: 12 months
Pay: $2,800.00 - $3,100.00 per month
Schedule:
- Day shift
- Night shift
Work Location: In person
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