Job Description :
Job: Service Desk Analyst Location: Plano TX Subcontract Responsibilities: Act as a single point of contact for phone calls, emails, chat and tickets from end users regarding IT issues and queries Receiving, logging and managing calls from end users via telephone, email and chat Provide accurate Incident resolution and Service Request management, within established Service Level Agreement (SLA) and Operating Level Agreement (OLA) time frames, meeting or exceeding customer's requirements and expectations Incidents and Service Requests are managed effectively; ensuring information is captured in the ITSM tool for future reference and analysis, in line with ITIL principles. 1st line support and troubleshooting of IT related problems from in-house software and hardware such as Mobiles, Desktops, Laptops and Printers Logs and manage incidents/Service Request in ITSM tool Escalates unresolved tickets to Level 2 resolver groups Take ownership of user incidents/requests and follow up the status on behalf of the user and communicate progress in a timely manner To maintain a high degree of customer service for all support queries and adhere to all service management.