The Service Desk Analyst will be responsible for providing first-line technical support to end-users, ensuring timely resolution of IT issues. This role requires excellent problem-solving skills, strong analytical skills, a strong understanding of IT systems and processes, and a customer-focused approach, ability to communicate effectively with users at all levels. Power BI capability and ServiceNow experience being preferred skills.
Key Responsibilities:
- Serve as the first point of contact for all IT-related inquiries and issues.
- Provide first-level technical support to end-users via ServiceNow ticketing system, phone, email, and teams chat.
- Log, manage, and prioritize service desk tickets to ensure timely resolution.
- Escalate complex issues to second-level support or relevant resolver group.
- Maintain accurate documentation and track support requests and resolutions using a ticketing system.
- Assist users with Power BI report and dashboard creation, modification, and troubleshooting.
- Conduct training sessions and create user guides to enhance user proficiency.
- Maintain and update IT support documentation and knowledge base.
- Collaborate with other IT team members to improve support processes.
- Stay updated with the latest IT trends and technologies.
Qualifications:
- Bachelors degree in Information Technology, Computer Science, or a related field.
- Proven experience in a service desk or technical support role.
- Strong analytical and problem-solving skills.
- Excellent communication and interpersonal skills.
- Familiarity with Power BI and data visualization tools is preferred.
- Experience with ServiceNow or similar IT service management tools is preferred.
- Knowledge of SQL, DAX, and other data manipulation languages is a plus.
- Ability to work independently and as part of a team.
- Certification in ITIL or CompTIA A+ is a plus.
Required Certifications:
- CompTIA A+: This certification covers essential IT skills and is ideal for entry-level IT support roles
- ITIL Foundation: This certification provides a basic understanding of IT Service Management (ITSM) and is widely recognized in the industry
Shift Timings and Work Hours:
- Shift Timings: Rotational shifts including morning, evening, and night shifts.
- Work Hours: 8-hour shifts with a 1-hour break, totaling 9 hours per shift.
- Availability: Must be available to work weekends and holidays as needed.
Benefits:
- Competitive salary and benefits package.
- Opportunities for professional growth and development.
- Collaborative and supportive work environment.
- Access to the latest tools and technologies.
