IT Service Desk Analyst 08D25

We are seeking a highly motivated and detail-oriented IT Service Desk Analyst to join our dynamic team. As the front line of IT support, the Service Desk Analyst plays a crucial role in providing technical assistance and support related to computer systems, hardware, and software. This role requires a strong problem-solving ability, excellent customer service skills, and a passion for technology. The successful candidate will be responsible for handling incoming support requests, diagnosing technical issues, and growing and maintaining productive relationships with stakeholders. This position offers a stimulating work environment with the opportunity to engage in various IT projects and collaborate with diverse IT professionals.

Responsibilities

• Provide first-line technical support to end-users via phone, email, or chat.
• Diagnose technical issues and provide effective solutions or escalate as required.
• Document all tickets and incidents accurately in the service management system.
• Assist in setting up and configuring computer hardware, software, systems, and peripherals.
• Maintain an organized inventory of IT equipment and consumables.
• Collaborate with IT teams to resolve complex technical problems swiftly.
• Conduct follow-up with end-users to ensure their issues are resolved satisfactorily.
• Monitor ticket queues and ensure timely resolution of support requests.
• Contribute to the development and maintenance of user guides and technical documentation.
• Participate in IT projects and contribute to project objectives where needed.
• Stay up-to-date with emerging IT trends and incorporate learnings into support tasks.
• Identify potential areas for system improvement and propose viable solutions.

Requirements

• Bachelor's degree in Information Technology, Computer Science, or a related field.
• Proven experience in a technical support or help desk role for at least two years.
• Strong understanding of computer systems, networks, and various operating systems.
• Exceptional problem-solving skills and ability to troubleshoot hardware and software issues.
• Excellent communication skills with a customer-centric approach.
• Ability to work independently and manage multiple priorities in a fast-paced environment.
• Certification in CompTIA A+, ITIL, or similar will be considered an asset.