Job Description:

Job Title: Help Desk Analyst

Client: Montefore IT

Location: Yonkers, NY

Duration: 2 to 3 months.

Responsibilities:

• Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.  
• Triage (remote into customers machines if necessary
• Use Knowledge base to research known resolutions
• Enters all incidents, requests into Service Desk Manager
• Keeps all tickets up to date with all troubleshooting steps taken and how resolved
• Follow up with customers to ensure issue has been resolved (If ticket is not resolved on phone)
• Follows up with client on any tickets that are On Hold
• Monitor all requests and assign to correct group
• Escalate to Team Lead any issue that needs more investigation
• Assign tickets to Group if known that SD cannot resolve
• Keep Team Lead/ Manager apprised of trend in tickets that could potentially be a Major Incident
• Be aware of all Major Incidents and communications surrounding them
• Be conscious of all workarounds and known errors and communicate to customers as needed
• Performs other related duties as required