Freelance Senior Service Desk Analyst – Global Service Desk
Note : The shift would be “4” 10 hour shifts, Mon, Tues, Sat, Sun. The start time would be either 8 or 9 with an end time of 7 or 8.
This position is for a developing professional individual contributor in Information Technology, who works under moderate supervision. Operates in a specified Senior Analyst role, within the Global Service Desk. Supports end users, diagnose report and resolve application problems.
Provides Service Desk Support by; supporting users in diagnosing, reporting and resolving or correcting hardware/software problems.
Installs, maintains and troubleshoots hardware/software according to company standards; reconfigures existing systems and/or performs system upgrades as required.
Logs all issues with appropriate documentation as requested by Level II and III support teams.
Routes calls to appropriate support teams as per described troubleshooting steps.
Monitors and escalates issues until resolution, closure or the appropriate group has accepted.
Operates in a specified role within Global Service Desk (Training, Knowledge Base, Deskside, Process, Ticket reviews, Team Leader cover).
Participates in projects as assigned.