About the Role
We are seeking a highly skilled Service Desk Analyst to join our team. The successful candidate will be responsible for providing timely and effective IT support to internal users, troubleshooting hardware, software, and network issues, and escalating complex incidents to appropriate teams.
Key Responsibilities
* Deliver high-quality first-line support via phone, email, and ticketing system.
* Troubleshoot and resolve technical issues efficiently.
* Maintain open communication with users during incident resolution.
* Update knowledge base and asset records regularly.
* Assist with onboarding and offboarding of users, including account setup and access management.
* Monitor system performance and report recurring issues to IT leadership.
* Collaborate with IT teams to deliver projects and initiatives.