Job Overview: We are seeking a highly capable Service Desk Analyst II who will be responsible for inbound calls... other tasks. The Service Desk Analyst will spend the majority of their day performing remote support and composing knowledge base...
information supplied in the Service Now Knowledgebase, agent will seek assistance from Support Analyst II and/or Development team... issue, troubleshooting and root cause analysis steps followed with Support Analyst II/Developers and assign the Service...
and skills to a wide range of tasks. Oversee Analyst's and Senior Analysts' job performance - this requires knowledge... oversight for contracts in compliance with all federal rules and regulations Actively participate in desk monitoring and full...
Service § Ability to understand customer needs by actively listening and asking probing questions § Ability to analyze... when a call transfer to a Pension Analyst or more experienced Customer Care Specialist is necessary to provide...