Night Shift Service Desk Analyst
As a Night Shift Service Desk Analyst, you'll be the guardian of our clients' digital infrastructure during the hours of the night. From troubleshooting technical issues to providing timely resolutions, you'll be the lifeline for users facing IT challenges outside of regular business hours. Armed with your technical expertise and a customer-centric approach, you'll field incoming calls and emails, triage support requests, and escalate critical issues as needed. This role isn't just about fixing problems; it's about delivering peace of mind to our clients and ensuring that their operations remain uninterrupted, even while the rest of the world sleeps.
Key Responsibilities:
1. Serve as the primary point of contact for clients seeking technical assistance during night shift hours.
2. Respond promptly to support requests via phone, email, or ticketing system, providing troubleshooting and resolution for hardware, software, and network issues.
3. Prioritize and escalate critical incidents to appropriate technical teams for expedited resolution.
4. Perform remote troubleshooting through diagnostic techniques and relevant tools to identify and resolve technical issues.
5. Document all support interactions, including steps taken and solutions provided, to maintain accurate records and facilitate knowledge sharing.
6. Monitor system alerts and performance indicators...