About the Role
As a Level 1 Analyst I am the users first point of contact. I am responsible for creating a ticket that adequately reflects the issues the user is experiencing, including all the steps that are taken to resolve the issue. It is also my duty to investigate the problem, troubleshoot with the user, and try to resolve the issue. Customer Service is very important as a Service Desk Analyst. I always strive to ensure the user feels heard in their struggles, lend a helping hand, and help the user feel confident our team can resolve the issue.