Service Desk Analyst 1

• Receives, prioritizes, responds to and resolves or escalates support requests.
• Coordinates support requests and ticket queues within the Service Desk ticketing system.
• Communicates end user expectations throughout the support process.
• Documents problem resolutions in the IT wiki/knowledgebase.
• Provides end-user training as needed and encourages use of self-help IT resources.
• Provisions network and system access based on organizational and functional roles, IT department policy and established security best practices.
• Provisions common IT assets, such as computers, mobile devices, printers, phones, etc. in compliance with established IT standards.
• Maintains a consistent desktop environment across all managed computers.
• Updates asset management records to reflect the procurement, assignment, recovery and retirement of fixed IT assets.
• Assists in management of print servers.
• Assists in administration of corporate web filter policies.
• Provides basic network connectivity and remote access support.
• Provides desktop and published application support for Citrix/Terminal Services users.
• Performs preventative maintenance, including checking and cleaning of computers, printers, and peripherals.
• Assists in managing IP phone services, including directory numbers, department call flows and voicemail.
• Assists in requirements gathering for new software, equipment and processes.
• Develops help sheets and frequently asked questions lists for end users.
• Recognizes recurring support request trends and recommends problem resolutions.
• Identifies opportunities for improving IT services.
• Participates in after-hours call rotation.
• Assists senior IT staff as directed.