IT Service Desk Analyst

Location: Tampa, FL

Mode: Contract (6+ Months) Onsite/Hybrid

Responsibilities

• Perform technical support to client via telephone, chat, emails, or self-service tickets across all geographies.
• Provide Level 1/L1.5 triage and resolutions such as password resets and account unlock for reported incidents and requests ensuring 100% compliance with Internal policies and procedures.
• Provide hardware and software support to users which includes application supports like MS Office, Citrix, VPN, SCCM, Amazon Workspaces etc.
• Provide clients with a first level resolution, where possible, leveraging standard operating procedures or work instructions.
• Perform customer call backs as required.
• Provide remote solutions to problems, inquiry problems, and explain the solution in such a way that non-technical users understand.
• Build knowledge articles, or flag the need for such content, when relevant knowledge articles are not available.
• Take ownership for the tickets/request and communicate with customers on a regular basis to ensure speedy resolution.
• Hands‑on experience on ServiceNow/SNOW/Remedy Now or any ITSM tool.
• Meet service level agreements like response and resolution time, ASA (Average Speed of Answering), AHT (Average Handling Time for a Ticket/Request) and CSAT (Customer Satisfaction).
• Provide refreshers to new members onshore and offshore.
• Manage and provide support to different LOBs during requirement.
• Basic understanding of DHCP, DNS, IP addressing and sub‑netting & basic understanding of fixing Wireless LAN, Ethernet desktop configuration issues.
• Knowledge of Mobile OS like iOS, iPadOS & Android.

Requirements

• Strong oral and written communication skills in the required languages.
• 1‑5 years of work experience in IT Technical Support / Service Desk preferred.
• Bachelor’s degree in computer science or a similar field; IT diploma holders also preferred.
• Open to work in a 12*7 work environment with rotational shifts and week‑offs.

Skills

• Excellent knowledge and working experience on Windows, iOS & Android OS troubleshooting.
• Basic skill on MAC OS.
• Experience with ServiceNow Ticketing System.
• Knowledge of MS Office, Citrix, VPN, SCCM, Amazon Workspaces.
• Understanding of DHCP, DNS, IP addressing, sub‑netting, wireless LAN, Ethernet desktop configuration.