Help Desk Instructor - Level

Service Desk Analyst provide technical support on hardware, software, network, and telephony issues for all NYCHA staff. Analysts diagnose and resolve basic technology issues adhering to ITIL-based ITSM processes. Included in these responsibilities are the following: Answers telephone and email inquiries to determine service required. Keeps customers apprised of status and progress on unresolved service requests. Provide comprehensive IT technical support services, responding to incidents within Service Level Agreements. Updates ServiceNow system to reflect actions taken, responses given, and inquiries forwarded for further research and response. Maintain accurate and complete call information in Service Now support system, documenting all interactions with users. Log, categorize and prioritize user tickets in line with required standards. Use troubleshooting techniques and tools such as knowledgebase to resolve issues. Escalate more complex customer technical issues to the appropriate team. Communicate service disruptions to users. Create detailed documentation and training materials for peers and user. Learn, document, and support new applications and IT procedures.