IT Service Desk Analyst - Overnight Shift Jobs in Minneapolis, United States

Taking initial telephone inquiries and troubleshooting relatively simple hardware, software, or network problemsMonitor incoming tickets and alerts in the ServiceNow system and respond accordinglyDocument all customer interaction with high attention to detail and accuracyUpdate all tickets according to Service Level Agreements (SLA)Understand and follow Crossfuze’s Delivery Process: incident management, problem management and change managementRecognizing and escalating more difficult problemsDocumenting customer impact, resolution steps, and appropriate priority in accordance with policy and customer requirementsIncident management, recovery, and performance monitoring and reporting with high attention to detail and data accuracyProvide after-hours support for clients; shifts may include nights and weekends, however, there are no on-call responsibilitiesOther duties as assigned

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