Help Desk Analyst - (Mentor, OH)

Help Desk Analyst-multiple year contract Responsibilities · Log all requests in HP Service Manager (solutions center call tracking software). This includes all incoming ACD calls, direct calls, e-mails, voice mails, chat, walk-ins and any other solutions center interaction. · Provide accurate and thorough solutions to end user interactions. Escalate or transfer incidents when appropriate. · Provides info to end-user regarding the status of their incidents or requests. · Troubleshoot PC hardware and software problems; software installations and upgrades; provide 1st line support for applications, network, server, and security. · Research, resolve, and respond to questions received in accordance with set