• Provide exceptional and professional customer service to our clients
• Log all client contacts - calls, emails, web forms, chat sessions, or voicemails - into the appropriate ticketing tool
• Troubleshoot, diagnose and resolve application issues following standard operating procedures and using knowledge support tools
• Escalate issues, situations, or problems requiring urgent attention to Level II Analysts, Team Leads or Service Desk Managers
• As process describes, route tickets that cannot be resolved at the desk to appropriate assignment or resolver groups
• Collaborate effectively with other service desk team members to resolve and document unfamiliar issues.
• Participate in ongoing training for service desk operations
• Work on projects or tasks assigned by supervisors 

At least 1 year experience as a Service Desk Analyst