Desktop Support Analyst Torrance, CA
Tekfortune Inc - torrance, CA
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Job title: Desktop Support Analyst Location: Torrance, CA ( Onsite) Contract Job Opportunity Responsibilities: Provide hardware / software / network problem diagnosis / resolution via telephone/email/chat for customers end users Classify Service Calls according to the specified options Route problems to internal 2nd and 3rd level IT support staff using knowledge base articles Coordinate with level 2 and 3 and support staff that provide hardware / software / network problem resolution Use the ServiceNow to document and manage problems and work requests and their respective resolutions and circumvention's Responds to telephone calls, email, instant messages, and assigned tickets from incident dispatchers; Assign work orders / incidents to appropriate support teams if necessary and follow up until resolved. Respond to, and diagnose, problems through discussions with users, including problem recognition, logs, research, isolation, resolution, and follow-up steps Troubleshoot client software and basic network connectivity problems remotely using Bomgar Identify, evaluate and prioritize customer problems and complaints Participate in on-going training and departmental development Maintain quality standards for incident documentation and phone calls
Created: 2024-10-01