IT Service Desk Analyst

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Requirements:

• Bachelor’s degree in Computer Science, Information Technology, or a related field, or equivalent experience.
• At least 3-5 years of experience in a support role, preferably in an IT Service Desk environment.
• Strong problem-solving skills and the ability to troubleshoot a variety of technical issues.
• Excellent verbal and written communication skills for effective interaction with users.
• Working knowledge of Windows and macOS operating systems, software applications, and network fundamentals.
• Familiarity with ticketing systems and remote support tools.
• Ability to work well in a team-oriented, fast-paced environment.
• Strong attention to detail and a commitment to excellent customer service.
• ITIL Foundation certification is a plus.

Responsibilities:

• Receive and log incoming requests for IT support via phone, email, and ticketing systems.
• Triage and prioritize incidents appropriately, providing initial diagnosis and troubleshooting guidance to users.
• Resolve technical issues related to hardware, software, and network problems within defined SLAs.
• Collaborate with other IT teams for escalated issues and complex problem resolution.
• Maintain detailed documentation of service requests, resolutions, and software licenses in the ticketing system.
• Contribute to knowledgebase articles and standard operating procedures to enhance team efficiency.
• Provide end-user training on various technologies and tools as required.
• Monitor ticket queues and follow up with users to ensure timely resolution of issues.
• Stay informed about industry trends and evolving technologies to improve service delivery.