IT Support / Service Desk Analyst (225-1016)

An IT Support / Service Desk Analyst plays a critical role in ensuring that an organization's IT infrastructure runs smoothly. This role is typically the first point of contact for employees experiencing technical issues. The individual must possess a deep understanding of hardware and software and demonstrate excellent communication skills to effectively assess user needs and troubleshoot problems. A successful IT Support / Service Desk Analyst is customer-focused, patient, and able to think on their feet to solve issues rapidly while documenting resolutions for future reference. They should also be adept at multitasking and managing a variety of support tickets while maintaining high standards of service delivery. Joining as an IT Support / Service Desk Analyst offers the chance to work in a dynamic environment that requires continuous learning and adaptation to new technologies.

Responsibilities

• Respond promptly to user queries via phone, email, or chat.
• Diagnose and troubleshoot technical issues with various hardware and software.
• Manage and resolve support tickets efficiently and effectively.
• Document issues and resolutions comprehensively for future reference.
• Provide timely updates to users regarding the status of their requests.
• Escalate complex issues to the appropriate IT personnel for further assistance.
• Assist in setting up new computer systems and performing regular updates.
• Proactively identify potential technical issues and provide solutions.
• Maintain an up-to-date knowledge base with IT help and support solutions.
• Work closely with other IT team members to improve service delivery.
• Ensure compliance with company policies and data protection guidelines.
• Contribute to the development of IT support processes and training materials.

Requirements

• Proven experience as an IT Support / Service Desk Analyst or similar role.
• Strong knowledge of Microsoft Windows, Office Suite, and networking fundamentals.
• Excellent problem-solving skills and the ability to troubleshoot technical issues.
• Outstanding communication skills, both written and oral, are essential.
• Ability to manage multiple requests and effectively prioritize tasks.
• A bachelor's degree in IT, Computer Science, or a related field preferred.
• Certifications such as CompTIA A+, ITIL, or equivalent are highly desirable.
• Demonstrated experience using ticketing systems and remote support tools.
• Strong customer service orientation with a proactive attitude to work.