Service Desk Analyst Role
This role is perfect for someone who enjoys working with technology and helping others. As a Service Desk Analyst, you will be the first point of contact for IT support requests.
* You will assist users with technical issues, troubleshooting, and service requests.
* Maintain system performance, improve user experience, and support the overall IT strategy.
This role requires strong communication and problem-solving skills, as well as the ability to prioritize tasks and manage multiple requests in a fast-paced environment.
About This Role
We are looking for a highly skilled and experienced individual to join our team as a Service Desk Analyst.
1. Key Responsibilities:
2. Provide timely first-line support to internal users via phone, email, and ticketing system.
3. Troubleshoot and resolve hardware, software, and network issues.
4. Escalate complex incidents to appropriate IT teams while maintaining communication with users.
5. Maintain and update IT documentation, knowledge base, and asset records.
6. Assist with onboarding and offboarding of users, including account setup and access management.
7. Monitor system performance and report recurring issues to IT management.
8. Support IT projects and initiatives as required.
What We Are Looking For:
* Proven experience in a Service Desk or IT support role.
* Strong knowledge of Windows and/or Mac operating systems, Microsoft 365, and common business applications.
* Basic understanding of networking, Active Directory, and IT security principles.
* Excellent problem-solving, communication, and customer service skills.