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Service Desk Analyst

NLB Services
Phoenix, Arizona, United States
November 08, 2019


Please review the job description listed below and let me know if you would be interested.

Position: Service Desk Analyst

Rate to candidate - $17.00

Location - Phoenix, AZ 85021

6 Months CTH

Job Description

• Answer all calls offered to Service Desk queues and responsible for managing the ticket queues

• Intimate the Shift lead/ L2 whenever there is an upward trend in calls

• Promptly notify Critical Incident Management of high priority issues after collecting required information for escalation

• Update the trackers and details required for Shift Handover

• Adherence to schedules and report to Shift leads in case of any misses

• Resolve incoming client calls based on departmental goals

• Provide detailed documentation in call logging system

• Take ownership and responsibility for problems for client’s technical issues

• Increase knowledge base by passing new issue resolution information to Service Desk’s Knowledge Administrator through the established Missing Knowledge process

• Maintain a high level of Quality Customer Service


Vijay Pandey

Next Level Business Services, Inc.

Consulting Analytics Staff Augmentation

Phone: +1 405-992-0721

Email :

Certified Minority Business Enterprise (CMBE) & ISO 27001 and 20000-1 Company