Overview
The Service Desk Analyst provides technical support for computer systems, hardware, and software within a mature MSP, troubleshooting issues, implementing solutions, and escalating when required.
Responsibilities
* Incident and Request Handling
* Respond to incoming support requests via phone, email, chat, or ticketing system, ensuring timely resolution or escalation of issues.
* Accurately log incidents, problems, and service requests with details of user interactions and troubleshooting steps.
* Troubleshooting and Technical Support
* Provide first-line support for end-users, resolving common issues related to software, hardware, and network connectivity.
* Troubleshoot and resolve problems with applications, desktop/laptop computers, printers, mobile devices, and other peripherals.
* Escalation and Collaboration
* Escalate complex issues to second or third-level support as needed, ensuring proper handover and follow-up for timely resolution.
* Collaborate with other team members to ensure efficient and effective resolution of technical issues.
* Monitor service desk queues and systems for abnormal behaviour, ensuring prompt action when alerts are received.
* Documentation and Knowledge Base Maintenance
* Create and maintain support documentation, including troubleshooting guides, FAQs, and knowledge base articles.
* Continuously update technical knowledge and contribute to improving processes and procedures.
Key Qualifications
* Experience:
* 1-3 years in a technical support or help desk environment, ideally within MSP
* Experience with remote troubleshooting
* Skills:
* Strong problem-solving skills and the ability to think critically.
* Excellent customer service and communication skills, with a patient and friendly approach to end-users.
* Proficiency in Windows/Mac Operating Systems, Microsoft Entra, and basic Citrix Virtual App and Desktop administering and troubleshooting
* Familiarity with ticketing systems (e.g. ConnectWise Manage).
* Customer Focus: A genuine desire to assist end-users, with a positive and helpful attitude.
* Attention to Detail: Ensures accurate logging, documentation, and follow-up of support requests.
* Adaptability: Ability to work in a fast-paced environment and handle multiple tasks effectively.
* Team Collaboration: Works well with others and leverages team resources to achieve high standards of support.
#J-18808-Ljbffr