It Analyst

Responsibilities:Function as an Internal IT Technical Support Executive catering to inbound calls.Provide resolution of procedural, process, information, and technical problems for requests from internalclient base submitted over phone or automated means.Provide audit trail of all problems and resolution (input, monitor, and action, close) through the use ofrequired tools.Assume ownership of any IT problem from any internal client and follow path of escalated contacts toensure the problems are resolved in timely and effective ways to the satisfaction of the requestor and wellwithin the contractual agreements.Follow-up with clients and utilize case handling and closure policies to insure satisfaction both from usersand employers.Identify systematic problems and/or recommend opportunities for improvement that will eliminate orreduce problems in the field.Act as advocates for the internal clients to insure their needs and concerns are addressed.Follow established procedures for call referral, escalation and problem resolution.Work cooperatively with other team members to resolve problems to the satisfaction of theadministrators.Recommend modifications to existing procedures or new procedures that will improve the overalloperation of the Service Desk Team.Perform other duties and responsibilities as assigned.Minimum Requirements:Grad Degree (CS or EE a plus).Excellent written and Verbal Communication skills.Ability to communicate clearly and effectively with all levels of IT and Non IT staff via phone,email, and/or IM.Absolute availability and adherence to work shifts as assigned on a 24/7 mode.This includes assignment on weekend support and night shift as per process requirement