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Service Desk Analyst

Alpha Net
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Role:  Service Desk Analyst
Location: Austin, Texas 
Duration: Contract
Position :  Onsite 


Responsibilities:

  • Provide technical support to users for moderately complex computer related technical problems.
  • Communicate technical issues over the phone to a variety of customers
  • Answer service desk telephones
  • Assists the customer in resolving technical problems by providing guidance regarding software and hardware problems.
  • Resolve or refer highly complex technical problems as appropriate.
  • Follow up with customers to ensure that customer inquiries are resolved within the contracted or agreed upon time frame.
  • Log and track inquiries using an incident management database and maintains history records and related problem documentation.
  • Identify customer problems and complaints to ensure that inquiries are successfully resolved.