IT Service Desk Analyst I

IT Service Desk Analyst I

Requirements

• Act as the first point of contact for end users experiencing technical issues.
• Log and track support requests through a ticketing system.
• Provide solutions for common IT problems or escalate more complex issues to higher support levels.
• Prioritize incidents based on severity and impact on business operations.
• Provide troubleshooting for hardware, software, and network issues.
• Assist users with system installations, configurations, and updates.
• Support various operating systems (e.g., Windows, macOS, Linux) and business applications (e.g., Microsoft Office, email clients, etc.).
• Perform remote troubleshooting using remote desktop tools.
• Communicate with users to diagnose issues and guide them through solutions.
• Always ensures clear and professional communication with users.
• Follow up with users to ensure issues are resolved satisfactorily.
• Handle multiple service requests simultaneously while maintaining a high level of customer satisfaction.
• Maintain and update knowledge articles based on common issues and resolutions.
• Document all incidents and resolutions accurately for future reference.
• Ensure all tickets are closed within a defined SLA (Service Level Agreement) time frame.
• Assist with user account creation, password resets, and access management.
• Help with basic system administration tasks such as file permissions or email configurations.
• Collaborate with other IT teams to resolve complex technical problems.
• Provide feedback to improve IT systems and processes.
• Stay up-to-date with the latest IT trends, tools, and troubleshooting techniques.
• Participate in ongoing training to improve technical and customer service skills.

Responsibilities

• Act as the first point of contact for end users experiencing technical issues.
• Log and track support requests through a ticketing system.
• Provide solutions for common IT problems or escalate more complex issues to higher support levels.
• Prioritize incidents based on severity and impact on business operations.
• Provide troubleshooting for hardware, software, and network issues.
• Assist users with system installations, configurations, and updates.
• Support various operating systems (e.g., Windows, macOS, Linux) and business applications (e.g., Microsoft Office, email clients, etc.).
• Perform remote troubleshooting using remote desktop tools.
• Communicate with users to diagnose issues and guide them through solutions.
• Always ensures clear and professional communication with users.
• Follow up with users to ensure issues are resolved satisfactorily.
• Handle multiple service requests simultaneously while maintaining a high level of customer satisfaction.
• Maintain and update knowledge articles based on common issues and resolutions.
• Document all incidents and resolutions accurately for future reference.
• Ensure all tickets are closed within a defined SLA (Service Level Agreement) time frame.
• Assist with user account creation, password resets, and access management.
• Help with basic system administration tasks such as file permissions or email configurations.
• Collaborate with other IT teams to resolve complex technical problems.
• Provide feedback to improve IT systems and processes.

Preferred Qualifications

No preferred qualifications provided.