Provide information on IT processes, general how-to queries and known outages
When a problem is reported, the Help Desk Analyst must analyze the symptoms, determine the root cause, review Knowledge Base instructions, provide resolution and document the relevant details
Escalate to appropriate Level 2 team when needed and monitor progress on critical priority tickets
Follow-up with Level 2 support teams for timely completion of tasks
Co-ordinate with third-party vendors like Dell and Canon for hardware issues
