Deskside Analyst

Job Description

Job Description

3 month contract (possible extension to 6)

On-site Monday-Friday

The primary responsibility of this role is the support of computer hardware and software for the organization. This requires personal interactions, strong computer and network troubleshooting abilities and the commitment to quality work and complete resolution of the reported issues.

• Manage and maintain Service Now ticket work queue.
• Contact the customer to confirm and acknowledge ownership of support issues.
• Review ticket queue every hour or update tickets every 2 hours, whenever a ticket status changes.
• Update drop down fields within the service ticket to accurately reflect the issue or request and support provided.
• Keep the ticket comment field updated with current work status and provide a complete description of all final resolution work performed.
• Keep the customer well informed of their ticket status.
• Clearly and thoroughly document requests for assistance in our ticket management system, and track incidents through to resolution / escalation