Summary Description: The Service Control/Operations Methodology at Excellus generally consists of the following disciplines:
- Service Desk
- Access Management
- Asset and Configuration Management
- Incident/Problem/Change Management
The Service Desk Analyst is specific to the Service Desk Function at Excellus through the IT Help Desk. The Service Desk Analyst role is to ensure resolution, reporting and triage for the Information Technology Division in regards to all IT problems and requests. This position provides on-call rotation support 24x7x365 along with onsite departmental coverage during both core and non-core hours including nights, weekends and holidays as deemed necessary by Management.
Essential Resource Responsibilities / Accountabilities:
- Logs all relevant incident/request details, allocating categorization and prioritization codes, documenting successful and unsuccessful decisions made and actions taken, through to final resolution.