Service Desk Analyst

We are seeking a Service Desk Analyst to provide first and second-level IT support in a 24x7x365 multi-channel environment. This role is essential to ensuring smooth IT operations across Client . The analyst will respond to user inquiries, troubleshoot hardware and software issues, and elevate complex problems to higher-level support teams when necessary. Flexibility, reliability, and strong customer service skills are critical for success in this position. Key Responsibilities Serve as the primary point of contact for IT-related needs. Handle incoming queries and requests via email, phone, chat, online forms, employee self-service, and walk-ins. Document, triage, and record all incidents or service requests. Diagnose and resolve common hardware/software issues for desktops, laptops, and mobile devices. Install and troubleshoot software applications. Escalate unresolved issues to higher-level support teams, providing detailed notes and steps taken. Monitor network systems and report issues. Maintain detailed records of user issues to support diagnosis and identify recurring problems. Provide service excellence by keeping customers informed of resolution steps. Assist in enforcing corporate standards for PC, software, and IT applications. Document processes and procedures for internal and external knowledge bases. Support training of end-users on new technologies. Work flexible schedules, including unscheduled time, shift work, weekends, and during emergencies. Coordinate with multiple support areas to resolve incidents. Required Qualifications High school diploma or GED. Experience in Information Technology, Business, Engineering, Network Operations, or related fields. Experience in customer service. Valid Class C Texas Driver’s License. Ability to obtain IT standard certifications (e.g., A+, Network+). Strong technical skills with ability to diagnose and resolve common IT issues. Excellent communication and problem-solving skills. Ability to work under pressure in high-stress environments. Reliable transportation for travel between Client locations. Preferred Qualifications (if any) Familiarity with CI/CD processes, app provisioning, and IT lifecycle management. Experience with knowledge base documentation and IT service management tools. Strong interpersonal skills and ability to collaborate across teams. Certifications (if any) CompTIA A+, Network+, or equivalent IT certifications preferred. #J-18808-Ljbffr Compunnel, Inc.