Indra Group
Service Desk Analyst
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Service Desk Analyst
Will act as the first point of contact for customer end-users for all issues, inquiries, and requests. They will provide first-level support, as necessary, and escalate to the SMEs (Subject Matter Experts) and/or the Level 3 (ex. system administrators) teams, as needed. The support will own and monitor the tickets from creation, escalating as necessary, until the user has confirmed its resolution.
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Role and Responsibilities
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- Will oversee the entire ticket lifecycle, from creation to resolution.
- Will be the first response for all service management and standard applications, support tickets through all channels: phone, emails, chat, walk-ins, and tickets created through the service portal.
- Perform initial triage and troubleshooting and resolve tickets within scope through the use of a knowledge base, peer collaboration, or experience.
- When unable to resolve, will escalate or assign tickets to appropriate resources or teams with complete documentation of actions or steps taken to resolve.
- Ensures that inquiries, outages, and requests are recorded within the ticketing system and communications are sent regularly to users and resolving teams.
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