Service Desk Analyst (m/f/d)

Key responsibilities: Answers and respond to inbound calls or electronic requests from end-users regarding products and technical issues Creates and documents all support cases via calls and service tickets from the user community into the service desk ITSM tool Applies skills to resolve all technical trouble tickets at the service desk before next level escalation Analyzes and resolves all application software or hardware incidents and requests from end-users Ensures to log and track incidents and requests from identification through resolution stages; End-to-end incident management Follows up with reported complex incidents to ensure resolution, requests fulfilled, and the user communication is complete; End-to-end incident management Creating new user, move, or delete profiles using Active Directory and PowerShell scripts. Updates general knowledge of current corporate, division, and facility-specific products, as well as improving the ability to resolve requests on the first contact Monitoring and acting upon service health alerts from Microsoft Services, Possible IT Security breach alerts, Backup Recovery alerts (QNAP), Domain Controller/Network/Server alerts utilizing knowledge on ticket management process. Ensures accurate and necessary information is obtained by utilizing templates when available Accountable for identifying shortcomings for implementing process improvements through Knowledgebase articles, Problem tickets, Root Cause Analysis, etc. Complies with and supports IT S, QHSES, and company standards, policies, and procedures