Service Desk Analyst Job in Nashville, Tennessee US
Service Desk Analyst
Job Description: Under supervision by management and by team leadership, provides first line support response for users needing assistance with technology issues and problems. This support includes the use of hardware, software and supplies as well as the enforcement and implementation of computer policies and procedures. Must be efficient and not only close jobs quickly, but they leave a perception with the client of an organized, professional, friendly and competent IT department. Essential Job Functions: Be a part of a Global Technical Service Desk which provides a single point of contact for technical issues within the company 24 hours a day, 7 days a week and 365 days a year Correctly categorize, prioritize and diagnose Incidents and Service Requests received via phone, email or portal Perform diagnostics and troubleshooting of customers application, hardware, network and procedural issues Provide end user credentials, permission administration within guidelines set by IT Security and HR Communicate outages and availability with use of Self Help Tools, Knowledge Bases, FAQ's, Portals and other technical tools to the end user environment Provide 1st level technical remedies and standard fixes based on technical training, documentation (technical scripts, knowledge bases, operations manual) and advise from higher level resolver groups Coordinate incident resolution with resolver groups, track trends and trigger problem management out of the identified trends on the incidents received Perform follow-ups with support groups and call-backs to end users Develops proficiency in the application and use of systems, tools, and processes within the department's scope Develops proficiency in the business processes that drive the applications within the department's scope Promotes customer satisfaction and quality customer service within Asurion for clients and other internal Develops and maintains positive working relationships with all Asurion departments Supports after hours tasks as required by the Manager and/or Level 2 IT Analyst Escalates issues to the Level 2 IT Analyst and/or Manager in a timely and appropriate manner Organizes workload to meet deadlines as assigned by the team leadership Develops a working knowledge of Asurion's applications and system integration Creates, maintains, and adheres to required departmental processes and procedures as assigned by the team leadership Develops understanding and adheres to Asurion's IT departmental processes and procedures Shift work required covering a 24/7 schedule.