Service Desk Analyst
3 days ago
Monitor the ticketing system for incoming incidents/requests.
Log and track all issues (example: phone, email, IM, walk-ups, and any other methods).
Log and track all security-related issues (example: phishing emails).
Troubleshoot and address issues directly; workstation issues, basic network issues (local network, Internet, Wi-Fi).
Take ownership of tasks/projects and represent the user to ensure the requests are processed.
Communicate to the user on progress in a timely manner.
Document issues, analysis, progress, solution in the ticketing system and ensure processes are followed.