Adam Gerontis

IT Service Desk Analyst @City of Seattle

Seattle, WA, US

Act as the main focal point for the IT Service Desk and provide tier one technical support with a high level of customer satisfaction to citywide employees. The Service Desk Analyst provides support for technical incident resolution and requests reported to the service desk. Responsibilities include initial assessment, triage, documentation, research, and resolution of incidents and requests regarding the use of application software products and/or client infrastructure components. The Service Desk Analyst is responsible for creating a positive customer support experience and building strong relationships through deep problem understanding, ensuring timely resolution or escalation, communicating promptly on progress, and handling customers with a professional attitude.