Job Description

Job Summary

The Service Desk Analyst is responsible for providing first-level technical support to end users by addressing IT-related queries and issues. This role involves diagnosing and troubleshooting hardware, software, account and network related issues, escalating unresolved issues to respective support groups, ensuring timely and effective resolution to maintain business productivity. The Service Desk analyst plays a critical role in delivering excellent customer service and contributing to overall efficiency of the IT support organization.

Role and Responsibilities:

• Provide prompt and professional responses to IT service requests and incidents via phone, email, chat or ticketing system.
• Diagnose and resolve technical issues related to hardware, software, and network connectivity, guiding users through step-by-step solutions.
• Accurately log and categorize all incidents and service requests, ensuring detailed documentation for future reference.
• Escalate complex issues to second-level support or specialized teams when necessary, ensuring thorough communication of the issue.
• Monitor and follow up on outstanding issues to ensure timely resolution and customer satisfaction.
• Contribute to the development and maintenance of the service desk knowledge base by documenting solutions and best practices.
• Assist users with system access, password resets, and basic IT tasks, providing clear and user-friendly instructions.
• Participate in continuous improvement initiatives by providing feedback and suggestions to enhance service desk processes and tools

Qualifications:

• Excellent verbal and written communication, with ability to explain technical concepts to non-technical users.
• Strong analytical and problem-solving abilities with attention to details.
• Demonstrated customer service orientation and interpersonal skills, with a focus on delivering high-quality support.
• Ability to manage multiple tasks and prioritize effectively in a fast-paced environment

Preferred Experience

• 12+ months of experience in IT Service Desk or technical support roles in a 24/7 environment.
• Hands-on experience with ITSM tools (e.g., ServiceNow, Remedy, or similar).
• Exposure to ITIL framework and incident management processes.
• Familiarity with Active Directory, Microsoft 365, and common enterprise applications.
• Experience supporting remote users and troubleshooting VPN, network connectivity, and collaboration tools.

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