Inficare
Service Desk Analyst
Inficare, San Diego, California, United States, 92189
Role : Service Desk Analyst
Location : San Diego, CA (Onsite)
Need junior candidates
Job Description:
Own end to end responsibility to progress each ticket logged onto Customer's ServiceNow for any resolver group, irrespective of geography, application or support area.Tickets will be managed by priorities and determined by Customer specific business impact, with the Service Desk operative providing regular end-user updates and escalating within any resolver groups, Customer team or vendors to ensure visibility of any potential failures to resolve issues to the satisfaction of the End User.Each associated Service Desk operative will be familiar with Customer business imperatives, technologies and support processes. They will be responsible for progressing to completion.Troubleshoot, diagnose and analyze the issues and implement corrective solutions related to Laptops/ desktops/ mobiles and peripherals.Utilize LogMeIn remote desktop tool to facilitate troubleshooting efforts with Customer usersDocument the activities, situational facts, communication, troubleshooting and update the knowledge base during troubleshooting activities.IMACD activities, training and job-aids for new usersVendor coordination with third-party firm to manage the Asset Management lifecycle.Desktop / laptop / phones / tablet OS to support - MAC, PC, IOS, AndroidProvide basic level knowledge to users on hardware & software usage including onboarding orientations.
Location : San Diego, CA (Onsite)
Need junior candidates
Job Description:
Own end to end responsibility to progress each ticket logged onto Customer's ServiceNow for any resolver group, irrespective of geography, application or support area.Tickets will be managed by priorities and determined by Customer specific business impact, with the Service Desk operative providing regular end-user updates and escalating within any resolver groups, Customer team or vendors to ensure visibility of any potential failures to resolve issues to the satisfaction of the End User.Each associated Service Desk operative will be familiar with Customer business imperatives, technologies and support processes. They will be responsible for progressing to completion.Troubleshoot, diagnose and analyze the issues and implement corrective solutions related to Laptops/ desktops/ mobiles and peripherals.Utilize LogMeIn remote desktop tool to facilitate troubleshooting efforts with Customer usersDocument the activities, situational facts, communication, troubleshooting and update the knowledge base during troubleshooting activities.IMACD activities, training and job-aids for new usersVendor coordination with third-party firm to manage the Asset Management lifecycle.Desktop / laptop / phones / tablet OS to support - MAC, PC, IOS, AndroidProvide basic level knowledge to users on hardware & software usage including onboarding orientations.