IT Service Desk Analyst
As an IT Service Desk Analyst, you are responsible for providing technical support and assistance to end-users in a timely and efficient manner. You will serve as the first point of contact for troubleshooting, problem resolution, and customer service in relation to all IT issues. This role requires strong technical knowledge, excellent communication skills, and a customer-oriented approach.
About the role
In this role you will: Provide first-level technical support to end users via phone, email, or in person; Log all support requests and incidents accurately and efficiently into the ticketing system; Diagnose and resolve hardware, software, and network issues by troubleshooting and researching solutions; Escalate complex or unresolved issues to senior IT Service Desk Analyst colleagues or other IT teams within the IT Department; Ensure all service desk tickets are appropriately prioritized, categorized, and resolved within established service level agreements (SLAs); Adhere to all established procedures and processes, including proper documentation and follow-up procedures, to maintain consistent and high-quality service delivery; Assist with user account creation, administration, password resets, and access management; Provide guidance and training to end-users on basic software applications and IT services; and assist the IT AV technician with in house and external client facing hybrid meetings with IT AV support for Microsoft Team and Zoom meetings.
The person You have two to three years' IT Service Desk Analyst experience in a fast paced environment; You have strong technical knowledge of operating systems, hardware, software and peripherals; You have experience in IT Applications including Microsoft Office 365, 2016 and Exchange Server, experience with Microsoft Azure environment is a plus; You are proficient in using ticketing systems and remote support tools; 2 29040204.1 You display excellent troubleshooting and problem-solving skills with a logical approach; You have strong customer service and communication skills, with the ability to explain technical concepts to non-technical users; You can effectively prioritize and manage multiple tasks in a fast-paced environment; and You display adaptability and willingness to learn new technologies and processes.