IT Service Desk Analyst 02N25

As an IT Service Desk Analyst, you will play a crucial role in ensuring our IT systems run smoothly and efficiently. You will be the first point of contact for all IT-related inquiries, providing assistance and support to end-users across the organization. This role requires a problem-solving mindset, excellent communication skills, and an unwavering dedication to delivering top-tier customer service. You will tackle a variety of tasks, ranging from simple IT support requests to complex technical problems. You will work closely with other IT professionals and stakeholders to ensure that uptime and performance standards are maintained. This position not only demands technical proficiency but also the ability to effectively communicate complex technical information to a non-technical audience.

Responsibilities

• Respond to all incoming IT support inquiries in a timely manner.
• Provide first-line technical support to resolve hardware and software issues.
• Document incidents and requests accurately using the service desk tool.
• Monitor and follow up on open cases and escalate as necessary.
• Conduct preliminary diagnostics and determine the nature and scope of technical issues.
• Guide users through step-by-step solutions remotely or in person.
• Collaborate with other IT teams to resolve complex technical issues.
• Ensure excellent service delivery and maintain high user satisfaction levels.
• Regularly update users on the status and outcomes of their service requests.
• Participate in the development and improvement of service desk processes.
• Assist in setting up equipment for new users including computers and software.
• Contribute to the creation and updating of technical support documentation.

Requirements

• Bachelor’s degree in Information Technology or equivalent experience required.
• Proven experience working in a helpdesk or customer support environment.
• Strong understanding of computer systems, networks, and relevant software.
• Excellent problem-solving skills and attention to detail required.
• Outstanding communication skills, both verbal and written, are essential.
• Ability to explain technical issues to non-technical users effectively.
• Familiarity with support ticketing systems and remote support tools.
• Capability to manage multiple tasks and prioritize effectively under pressure.