Help Desk Analyst : Level 2

Job Title : Help Desk Analyst : Level 2

Location :  Columbus, OH (Hybrid)

Description :

• First point of contact for the users who call our IT Service Desk
• Answers incoming calls, self-service requests, emails, and chats
• Tracks all information in ticketing system
• Participates in knowledge management process to resolve tier 1 incidents and requests in a timely fashion and create new knowledge
• Escalates unresolved problem / issues / requests to the proper resolver group
• Troubleshoot basic end user issues on various software applications, hardware, network, and telecommunications systems and provide basic desktop support.
• Follow standard Service Desk operating procedures; accurately log all Service Desk tickets using the defined tracking software.
• Become familiar with Service Desk policies and processes.
• Become familiar with the Systems, Network, Core applications and each team in the IT Department.
• Other duties as assigned by the Service Desk Manager.

Desired Qualifications :