Intermediate Help Desk Analyst - (Cedar Rapids, IA)

Position details Summary Provides a central point of entry into AGT for customers seeking assistance, details/status updates, and incident resolution. The CSC provides both Level-1 and Level-2 support for AGT supported desktops as well as traditional Level -1 support for all other AGT supported platforms/applications. The team works/resolves incidents ranging from password resets to advanced fixes requiring collaboration across multiple AGT teams. In addition to escalations and notifications to other AGT/Business Unit resolver groups, the CSC also has responsibility to facilitate the AGT Critical Incident Process (SWAT). Incident Management is truly the key process that the CSC is responsible for. Position overview Responsibilities Responsibilities include taking calls from clients, resolving incidents, creating, updating, and maintaining the Remedy Knowledgebase, executing SRC requests, updating Remedy tickets, prioritizing workload to meet departmental KPIs and organizational SLAs