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
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Provide L1/L2 technical support for desktops, laptops, mobile devices, and enterprise applications.
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Manage and resolve ServiceNow incidents, service requests, and knowledge-related tickets.
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Create and maintain ServiceNow reports and dashboards to track ticket performance and support trends.
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Analyze IT support data, identify trends, and provide insights to improve service delivery.
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Perform desktop troubleshooting, application support, and end-user issue resolution.
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Support IT asset management, including tracking and maintaining hardware and software assets.
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Assist with Microsoft 365 and other enterprise end-user technologies.
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Document troubleshooting steps, resolutions, and knowledge articles.
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Provide excellent customer service and communicate effectively with end users and technical teams.
Required Qualifications
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Bachelor’s degree in Information Technology, Computer Science, Information Systems, or equivalent experience.
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3+ years of experience in IT support, help desk, desktop support, or end-user computing.
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Hands-on experience with ServiceNow, including Incident, Request, and Knowledge Management modules.
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Experience creating and maintaining ServiceNow reports and dashboards.
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Strong troubleshooting skills across desktop, mobile, and enterprise applications.
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Knowledge of Microsoft 365 and enterprise end-user technologies.
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Experience with IT asset management and support processes.
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Strong analytical, problem-solving, and customer service skills.
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Excellent verbal and written communication skills.
Vacancy posted 5 days ago
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