Service Desk Analyst

Job Description: The Service Desk Analyst provides support for basic incident resolution and requests reported by APAC Schneider Employees. Responsibilities include initial assessment, research, and resolution of basic incidents and requests regarding use of applications, software and infrastructure components. The Service Desk Analyst would be responsible for collecting information through a customer conversation, probing, accessing support tools, and additional support teams if needed. Problems beyond the scope of their ability or responsibility are resolved by engaging other support teams in a timely manner. Responsibilities: 1) Addresses and resolves basic incidents and requests; logs all incidents and requests; engages other service desks or appropriate support teams to resolve incidents that are beyond the scope of their ability or responsibility. 2) Uses the appropriate CTI categories for logging incidents and requests. 3) Creates a positive customer support experience and build...