Service Desk Analyst

Service Desk Analyst

Addresses and resolves basic incidents and requests; logs all incidents and requests; engages other service desk resources or appropriate service resources to resolve incidents that are beyond the scope of their ability or responsibility.
Uses the appropriate SMF categories for logging incidents and requests.

Creates a positive customer support experience and builds strong relationships through deep problem understanding, ensuring timely resolution or escalation, communicating promptly on progress, and handling customers with a professional attitude.
Ensures the end-to-end customer experience and provides a single point-of-contact for the customer.

Analyzes and resolves incidents and requests regarding use of application software or hardware.
Logs and tracks incidents and requests from identification through resolution.
Follows up with other support staff (service resources) involved in resolution to ensure incidents are resolved, requests are filled, and the customer communication is complete.
Documents resolutions and updates self-help and staff knowledge bases.

Grows general knowledge of current  Agency, and locally developed AFPL products, increasing ability to resolve requests on first contact.
Provisions, maintains, and removes security privileges for users of systems