Service Desk Analyst

Key Responsibilities:

• Incident Management: Provide first-line support for IT issues reported by users, including troubleshooting hardware, software, network, and system problems.
• Service Request Fulfilment: Handle service requests such as password resets, access requests, and software installations.
• Ticketing System Management: Log, prioritize, and categorize incidents and service requests in the ticketing system (e.g., ServiceNow, Jira).
• User Communication: Communicate effectively with end-users, providing clear and timely updates on the status of their issues or requests.
• Escalation: Escalate unresolved incidents to higher-level support teams, ensuring all relevant information is documented.
• Documentation: Create and update knowledge base articles for common issues, enabling faster resolution for future incidents.
• Remote Troubleshooting: Use remote access tools to diagnose and resolve issues for users across various locations.
• Hardware & Software Troubleshooting: Assist with basic troubleshooting for desktops, laptops, printers, and mobile devices, including installing and configuring software.
• Collaboration: Work closely with other IT teams (network, infrastructure, applications) to resolve more complex issues.
• Service Level Agreements (SLA): Ensure all incidents and requests are resolved within agreed-upon SLAs.
• Customer Service Focus: Maintain a high level of customer service, ensuring user satisfaction with timely resolution and clear communication.

Skills & Qualifications:

• Experience: 1-4 years of experience in a service desk or IT support role.
• Technical Knowledge: Basic understanding of operating systems (Windows, Mac OS), common software applications (Microsoft Office, email clients), and hardware components.
• Problem-Solving: Ability to diagnose and resolve basic IT issues efficiently.
• Communication Skills: Strong verbal and written communication skills to effectively engage with end-users and technical teams.
• Team Player: Ability to work collaboratively with colleagues and escalate issues when necessary.
• Ticketing Systems: Experience with ticketing systems like ServiceNow, Jira, or similar.
• Certifications (Preferred): ITIL Foundation, CompTIA A+, or equivalent certifications.
• Time Management: Ability to manage multiple tickets and tasks while meeting deadlines.

Educational Requirements:

• Education: Bachelors degree in information technology, Computer Science, or related field (preferred but not always required).
• Certifications: Relevant certifications such as ITIL Foundation, Microsoft Certified Professional (MCP), or CompTIA A+ are a plus.

Work Environment:

• Shifts: May require working in shifts, including nights or weekends, based on operational requirements.
• Remote Support: Capable of providing remote support if necessary.