Jr. Desktop Support Analyst

Job Description
As a Jr. Desktop Support Analyst in our Norwalk, CT office, you will support the operational execution of the US Asset Management ticket queue.
Working with market-leading ITSM Service Management tools, you will be part of the Asset Management Team that supports DAN offices across the US, Canada, and South America.
The Asset Management Team supports the latest technologies within a customer-centric environment that provides customer satisfaction. It provides a digital gateway to service support and assets for our internal staff.
You will also contribute to new hire training, problem resolution, budgeting, and overall site function.You will report to the Senior Manager on the team.
Responsibilities
Support all channels of engagement – phone, chat, self-serve, email
Initiate the procedure for handling detected incidents. Includes recording details of the incident covering symptoms, diagnostic data about the related Configuration Item (CI). Help investigate problems and other requests for support. Monitor progress of requests for support and keeps users updated
Provide interface with users, ensuring all information is provided for distribution of requested items. This includes making decisions on any problems regarding hardware and software, advising on known solutions, where applicable, and providing information on updates, known errors, and changes in availability.
Respond to requests for assistance by providing information to help callers to solve simple and routine issues. Maintain accurate log entries of contact with resolution details and follow-up information. Allocates unresolved tickets by established escalation procedures.
Provide users with advice on systems, products, and services available to them and provide information on updates, known errors, changes in availability
Help develop and maintain the asset team support tools to meet Customer and IT Services needs
Be part of a team who inputs and reviews the Service Desk Knowledge base that enables all Service Desk Analysts to follow documented processes and procedures