IT Business Analyst

Techvilla Solutions

We are seeking an experienced IT End User Analyst to provide L1/L2 desktop and end-user support, manage ServiceNow tickets, analyze IT support data, and assist with asset management and reporting.

Roles and Responsibilities

Provide L1/L2 technical support for desktops, laptops, mobile devices, and enterprise applications.
Manage and resolve ServiceNow incidents, service requests, and knowledge-related tickets.
Create and maintain ServiceNow reports and dashboards to track ticket performance and support trends.
Analyze IT support data, identify trends, and provide insights to improve service delivery.
Perform desktop troubleshooting, application support, and end-user issue resolution.
Support IT asset management, including tracking and maintaining hardware and software assets.
Assist with Microsoft 365 and other enterprise end-user technologies.
Document troubleshooting steps, resolutions, and knowledge articles.
Provide excellent customer service and communicate effectively with end users and technical teams.

Required Qualifications

Bachelor’s degree in Information Technology, Computer Science, Information Systems, or equivalent experience.
3+ years of experience in IT support, help desk, desktop support, or end-user computing.
Hands-on experience with ServiceNow, including Incident, Request, and Knowledge Management modules.
Experience creating and maintaining ServiceNow reports and dashboards.
Strong troubleshooting skills across desktop, mobile, and enterprise applications.
Knowledge of Microsoft 365 and enterprise end-user technologies.
Experience with IT asset management and support processes.
Strong analytical, problem-solving, and customer service skills.
Excellent verbal and written communication skills.

Apply

Vacancy posted 4 days ago

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