IT Service Desk Analyst

Service Desk Analyst

The Service Desk Analyst is responsible for providing first-level support to end users for IT-related issues. This role involves handling incoming queries and help requests from end users, either via email, phone, or in person, and using request fulfillment and incident management processes to resolve issues in line with service desk objectives.

Key Responsibilities:

• User Query Handling: Capture, validate, and triage user queries or issues for further processing.
• Communication: Ensure effective communication with users through appropriate channels.
• Technical Support: Provide technical support for Windows desktop OS, proprietary software, virtual desktops, mobile OS, printers, and other IT systems or hardware.
• Documentation: Create detailed notes of user problems and document steps taken to resolve issues.
• Issue Resolution: Troubleshoot and resolve hardware and software problems, including remote access to user systems.
• Security Management: Manage user security privileges, reset passwords, and participate in the development/review of security processes.
• Collaboration: Work with desktop/network teams and other workgroups on projects and initiatives.
• Continuous Improvement: Analyze, review, and report on service desk processes to ensure continuous improvement.

Qualifications:

• Education: Bachelor’s degree in Information Technology, Computer Science, or a related field.
• Experience: Previous experience in a service desk or help desk role is preferred.
• Skills: Strong problem-solving skills, excellent communication abilities, and proficiency in IT systems and software.
• Certifications: ITIL certification is a plus.