Job for Help Desk Analyst-Yonkers, NY
Yonkers, NY
3 Months
Posted on: 03-09-2022
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

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