IT Service Desk Analyst

About the role

The Service Desk Analyst is the first point of contact for IT support within the organization. This role is responsible for providing timely and effective technical assistance to end-users, resolving incidents, fulfilling service requests, and ensuring a positive customer experience.

Responsibilities

• Respond to incoming calls, emails, and tickets in the IT Service Management (ITSM) system.
• Diagnose and resolve technical issues related to hardware, software, and network connectivity.
• Escalate complex issues to higher-level support teams as needed.
• Deliver exceptional customer support with clear communication and empathy.
• Keep users informed of ticket status and resolution timelines.
• Maintain professionalism and a positive attitude in all interactions.
• Install, configure, and troubleshoot desktops, laptops, printers, and mobile devices.
• Support common business applications (e.g., Microsoft 365, collaboration tools).
• Afford assistance with password resets, account provisioning, and access management.
• Accurately log all incidents and requests in the ITSM system.
• Contribute to knowledge base articles and user guides.
• Follow established IT policies and procedures.
• Identify recurring issues and suggest process improvements.
• Participate in training sessions to stay current with technology and best practices.

Requirements

The ideal candidate is detail-oriented, customer-focused, and skilled in troubleshooting hardware, software, and network issues.

Qualifications

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• 2+ years of experience in IT support or a related field.
• Strong problem-solving skills and ability to work independently and as part of a team.
• Excellent communication and interpersonal skills.
• Proficiency in Windows operating systems, Microsoft 365, and common business applications.

Skills

• Technical troubleshooting skills.
• Customer service orientation.
• Knowledge of ITIL best practices.
• Ability to manage multiple tasks and prioritize effectively.

Benefits

Our organization offers competitive benefits including health insurance, retirement plans, and paid time off.

Pay

$50,000 - $55,000 annually.

Schedule

Full-time position with flexible hours to accommodate shift coverage.