Service Desk Analyst Co-Op

Service Desk Co-Op/Intern

Part of the Global Service Desk team, acting as a single point of contact for intake, triage, and resolution of incidents and management of requests. The Service Desk employs a flexible support model that allows associates to be contacted via multiple channels, including phone, email, self-service portal, and walk-up service support.

Responsibilities

• Operational Delivery:
  • Provide first response, initial triage, and troubleshooting for all support items received through all channels (phone, email, ticket system/web portal, walk-up) for on-premise and remotely connected staff across all global locations in line with defined service metrics, SLA's, and OLA's.
  • Ensure tickets are created for all client contacts and accurately captured as either incidents (break/fix) or service requests.
  • Escalate or reassign tickets to appropriate resources with complete documentation of all actions and steps taken...