Service Support Analyst- Junior

The IT Service Desk Agent I will provide front line telephoneemail support to internal customers with IT related software and hardware issues. Aid customers concerning the use of computer hardware (i.e. tablets desktop and laptop) and software (i.e. O365 & Windows Operating systems etc.) including printing installation enterprise applications electronic mail and operating systems Perform First Contact Resolution (FCR) Provide operational support for user identity management username provisioning system access and password management. (Active Directory) Develop/Maintain documentation for proper maintenance of Knowledge Articles within the Knowledge Management Database Understand and adhere to Incident Management Request Management and Knowledge Management policies Typically handles small initiatives and/or assignments independently. May work in an assisting role on larger initiatives and/or assignments projects requiring multiple agents and specialist. **Skill** **Required / Desired** **Amount** **of Experience** Experience providing support to end users w/ comp hardware and software inc. printing installation enterprise applications electronic mail and ops Required2Years Provide operational support for user identity management username provisioning system access and password management. (Active Directory) Required2Years Develop/Maintain documentation for proper maintenance of Knowledge Articles within the Knowledge Management Database Required2Years Previous experience providing IT support by phone/email. Required2Years

IT