IT Service Desk Analyst (225-813)

An IT Service Desk Analyst is an essential part of the IT support team, responsible for assisting users with technical issues and inquiries related to computer systems, software, hardware, and other technology resources. This role involves troubleshooting problems, providing timely solutions, and maintaining a high level of customer satisfaction. The position requires strong communication skills, patience, and technical expertise, as the analyst serves as the first point of contact for end-users. The ideal candidate will have a solid understanding of IT systems, a commitment to continuous learning, and the ability to work efficiently in a fast-paced environment.

Responsibilities

• Monitor and respond promptly to incoming service desk requests and incidents.
• Troubleshoot and resolve technical issues related to hardware and software applications.
• Document issues and resolutions accurately in the service desk system.
• Assist users with password resets and account unlocks efficiently and accurately.
• Collaborate with other IT team members to resolve complex issues.
• Maintain knowledge base articles for common issues and solutions.
• Provide technical support over the phone, via email, and in-person as required.
• Escalate unresolved issues to appropriate teams in a timely manner.
• Participate in the deployment of new software and hardware installations.
• Ensure compliance with IT policies and procedures in all tasks performed.
• Conduct regular follow-ups with users to ensure satisfactory issue resolution.
• Stay up-to-date with new technologies and best practices in IT support.

Requirements

• Bachelor’s degree in Information Technology, Computer Science, or a related field.
• Minimum of 1–2 years experience in an IT support or helpdesk role.
• Proficiency in troubleshooting Windows and Mac operating systems is essential.
• Strong understanding of network principles and basic networking troubleshooting.
• Excellent communication and customer service skills, both written and verbal.
• Ability to manage multiple priorities and work effectively under pressure.
• Relevant certifications such as CompTIA A+, ITIL Foundation, or similar are a plus.