Service Desk Analyst

Job Summary:

The Service Desk Analyst is the first point of contact for end users seeking technical assistance. This role is responsible for providing prompt support, troubleshooting issues, and ensuring incidents and service requests are resolved efficiently to minimize disruption to business operations.

Key Responsibilities:

• Provide first-level technical support to users via phone, email, or ticketing system
• Log, track, and manage incidents and service requests using ITSM tools
• Troubleshoot hardware, software, network, and application issues
• Escalate unresolved problems to the appropriate support teams
• Follow standard operating procedures for incident resolution and service request fulfillment
• Install, configure, and support desktop applications and operating systems
• Assist with user account management, password resets, and access control
• Maintain detailed documentation of problems and resolutions
• Monitor ticket queues and ensure SLAs are met
• Deliver excellent customer service and maintain professionalism in all interactions

Required Skills and Qualifications:

• Bachelor's degree or diploma in Information Technology or related field
• 13 years of experience in a technical support or service desk role
• Familiarity with Windows and Mac operating systems
• Knowledge of Microsoft Office Suite, email systems, and basic networking concepts
• Experience using ITSM tools like ServiceNow, BMC Remedy, or Freshservice
• Strong communication, troubleshooting, and interpersonal skills

Preferred Qualifications:

• ITIL Foundation certification
• Experience with remote support tools and Active Directory
• Familiarity with incident, problem, and change management processes
• Exposure to mobile device management and VPN configuration
• Understanding of enterprise security and access policies