Service Desk Analyst

Service Desk Analyst

The Service Desk Analyst (SDA) is responsible for providing support for the planning, organization and administration of the Service Desk support activities to achieve superior customer satisfaction. The incumbent reports to the IT Customer Support Section Head and IT Department Manager.

The SDA plays a vital role in Service Desk performance. He or she must be able to consistently deliver quality Customer Support through providing a single point of contact for client's internal and external end-users. Central duties include providing solutions; advice, working with the SD team, troubleshooting specific conditions and recruiting additional IT help as the situation dictates. The SDA must have a solid understanding of the current technologies employed at client, and how they are used to support the customer demands. The SDA must be able to apply and communicate existing solutions to business problems. He or she must be able to explain these methods of solving problems to others in IT and customers as required.

Required Skills:

• In order to effectively perform in this position, it is expected that the incumbent have an intermediate level of technical knowledge and exposure to many of Client's hardware and software systems.
• This knowledge would be equivalent to a bachelor's degree in Computer Science plus 1-2 years' experience in IT with at least 1 of those years in an IT Customer facing position.
• Alternatively, he/she must have at least 7 years' experience in an IT organization with at least 1-2 of those years in an IT Customer facing position. The incumbent must have experience interfacing with the user community and solving complex customer problems on an on-going basis.