Job Description :
Ticketing Tool ServiceNow Active Directory, Outlook, Exchange. Remote Troubleshooting Microsoft RDC/ Radmin Chat solution Skype for business Analyst would be responsible for handling L1/L2 issues reported with the Apps & Infra helpdesk, this may include, but not restricted to the following: Receive calls, emails and web-tickets for end users and other Agency Service Desks / Help Desks, and create Incident tickets or Service Request tickets, logging all pertinent Information. Tracking and classifying incoming incidents or service requests, attempting initially solutions. Provides initial assessment of categorization and prioritization for reported Incidents and Service Requests and provides initial support, targeting a higher level of first contact resolution Ensures Incidents and Service Requests are properly escalated and assigned to appropriate support groups. Perform hierarchical escalation to Service Desk Management and Incident Management Provide communication to end users concerning the status of Incidents, Service Requests and Changes. Compiles data through Incident entry that will be used for management information and reporting Maintains ownership of Incidents, ensuring status update and resolution according to SLAs Provide input to Service Desk Management regarding Continuous Improvement opportunities Cooperating with both internal groups (Problem Management, second-line) and external support teams in order to redirect incidents properly.

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