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Service Desk Analyst – Call Center
Job in
New York, New York County, New York, 10261, USA
Listed on 2026-01-01
Listing for:
Siri Infosolutions Inc
Full Time
position Listed on 2026-01-01
Job specializations:
-
Customer Service/HelpDesk
HelpDesk/Support, Technical Support -
IT/Tech
HelpDesk/Support, Technical Support
Job Description & How to Apply Below
- Manage level 1 & 1 Incident/service requests from report to resolution.
- Receive, prioritize, document and actively resolve end user help requests
- Triage requests to ensure accurate transfers and escalation, per service level agreements (SLA)
- Track open tickets (via Service Now) and monitor ticket progress per SLA, close ticket items when resolve
- Follow escalation and paging procedures to ensure SLAs are being met
- Provide support and services to users, seeking to resolve as many calls as possible at level 1
- Provide customer with a single point of contact for Service Desk activities, for problems, incidents and request items
- Provide a positive experience to clients through meeting and exceeding customer expectations, and engendering confidence that requests will be resolved
- Participate in special projects as needed and perform other duties as assigned
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