IT Service Desk Analyst 28J25

An IT Service Desk Analyst is responsible for providing technical support and troubleshooting assistance for a variety of hardware and software issues within an organization. This role is pivotal in ensuring that end users receive timely and effective support, maintaining the smooth operation of IT systems. The analyst acts as the first line of support and typically fields incoming Incidents and requests from users via phone, email, or chat. They work closely with other IT professionals to facilitate the resolution of more complex issues. This position requires excellent communication skills, strong problem-solving abilities, and a customer-focused approach to handling technical challenges. Analysts are expected to have a good understanding of IT systems and networks and often are tasked with managing support documentation and knowledge bases to aid in quick resolution of issues.

Responsibilities

• Provide first-level technical support for all incoming service requests and issues.
• Document reported incidents and service requests thoroughly in the ticketing system.
• Identify, diagnose, and resolve hardware and software technical problems.
• Escalate unresolved issues to the appropriate internal teams when necessary.
• Assist users in setting up and configuring new equipment, including computers and peripherals.
• Monitor system performance and alert the team to potential issues or disruptions.
• Maintain up-to-date knowledge on the company's software and hardware systems.
• Provide remote and in-person technical assistance and training to end users.
• Follow up with users to ensure issues have been resolved satisfactorily.
• Contribute to the creation and maintenance of documentation and know-how articles.
• Participate in team meetings and contribute to ongoing service improvement initiatives.
• Ensure compliance with company policies and IT governance for service and support activities.

Requirements

• Bachelor’s degree in Information Technology, Computer Science, or a related field.
• Minimum of two years experience in a technical support or IT help desk role.
• Proficient with troubleshooting PC hardware and software issues effectively.
• Strong familiarity with operating systems, including Windows and macOS environments.
• Excellent verbal and written communication skills to interact with team members and clients.
• Ability to work flexible hours and provide support for after-hours teams when required.
• Basic knowledge of network configurations and IT infrastructure concepts.