Service Desk Analyst (Application Support)

General responsibilities:The Service Desk Analyst receives, and logs problem calls, attempts to resolve problems over the telephone and if unsuccessful, escalates problems to the appropriate resolution center/focal points.Specific responsibilities: Receive and log problem calls, the bulk of which arrive by telephone. Obtain and log a detailed problem description from each caller. Attempt to resolve as many calls as possible over the telephone. Escalate calls to the appropriate level/technician, if resolution by telephone is not possible. Ensure that all calls, including those that bounce off to voice mail, are properly logged and addressed with minimum delay. Ensure that each caller receives a track number for their problem. Detect problem call patterns and report them immediately to the Service Desk Manager. Act as Service Desk Level 2 Field Support Technician, if necessary.Qualifications: Previous work within ERP is desired. Microsoft Office 365, understanding of Microsoft Azure Portal & Azure AD. Excellent problem determination and troubleshooting skills. Understanding of the P2P process is a plus. Excellent telephone and communication skills in English, both verbal and written. Able to develop technical skills and absorb professional knowledge quickly. Excellent technical skills in the computer hardware, software, operating systems, communication protocols, and diagnostic. Ability to work well under pressure. Ability to handle several calls simultaneously. Patience and a willingness to walk users through problem resolution over the telephone.For Immediate Response call or send your resume to For Immediate Response call or send your resume to TRIGYN TECHNOLOGIES, INC. is an EQUAL OPPORTUNITY EMPLOYER and has been in business for 30 years. TRIGYN is an ISO 9001:2015, ISO 27001:2013 (ISMS) and CMMI Level 5 certified company.