IT Service Desk Analyst (225-1010)

An IT Service Desk Analyst plays a pivotal role in maintaining the smooth operation of an organization's IT infrastructure by providing first-level support and troubleshooting for all technology-related issues. This role is critical for ensuring that employees and systems remain productive and efficient. IT Service Desk Analysts are responsible for answering queries from users, resolving technical problems, and maintaining organization-specific service standards. Their work helps mitigate the impact of IT issues on business operations, and they play a key role in customer satisfaction by offering timely response and resolution to IT-related problems. These professionals are adept at using problem-solving skills to diagnose issues, configuring hardware and software, and providing excellent customer service.

Responsibilities

• Provide first-level IT support to internal and external users through various communication channels.
• Diagnose and troubleshoot hardware and software issues on desktop and laptop systems.
• Log, track, and manage service requests using helpdesk ticketing systems for efficient resolution.
• Escalate complex technical problems to higher-level IT support or specialist teams as necessary.
• Collaborate with IT team members to develop solutions and improve service delivery processes.
• Offer support for network connectivity for LAN, Wi-Fi, and remote access setups.
• Assist with the configuration and maintenance of hardware setups for users and workstations.
• Provide excellent customer service by maintaining polite, professional, and effective communication.
• Maintain accurate and detailed documentation of IT policies, procedures, and troubleshooting steps.
• Stay updated on new technologies, industry trends, and best practices to enhance support capabilities.
• Ensure all systems and devices comply with company security policies and standards.
• Regularly update users on the status of their issues and expected resolution times.

Requirements

• Bachelor's degree in Information Technology, Computer Science, or a related field preferred.
• Proven experience in an IT support or service desk role for at least one year.
• Excellent problem-solving skills and proficiency in diagnosing technical issues.
• Strong communication skills with a focus on customer service and end-user satisfaction.
• Familiarity with Microsoft Windows, macOS, and common desktop software applications.
• Ability to work independently and as part of a team in a fast-paced environment.
• Knowledge of basic networking concepts and troubleshooting connectivity issues.