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Support Analyst in grand rapids at Collabera

Date Posted: 12/5/2018

Job Snapshot

  • Employee Type:
    Contract to Hire
  • Location:
    grand rapids
  • Job Type:
  • Experience:
    Not Specified
  • Date Posted:

Job Description

Position Details: Job Title: Support Analyst Work Location: Grand Rapids MI Duration: 12+ Months (High Possibility of Extension) Monitoring Solution: Record and classify received Incidents and undertake an immediate effort in order to restore a failed IT Service as quickly as possible Assign unresolved Incidents to appropriate Tier 2 Support Group Log all Incident/Service Request details, allocating categorization and prioritization codes Keep users informed about their Incidents’ status at agreed intervals Associate Incidents with other records (i.e. Incidents, Changes, Problems, Knowledge Articles, Known Errors, etc.) Provide first-line investigation and diagnosis of all Incidents and Service Requests Verify resolution with users and resolve Incidents in ITSM tool Escalate Major Incidents to the Incident and/or Problem Manager

Job Requirements

Incident, Ticketing, ITIL, Change