IT Service Desk Analyst Job Description Template
Our company is looking for a IT Service Desk Analyst to join our team.
Responsibilities:
- Log all support desk interactions in ticket system;
- Promote knowledge transfer to influence positive change and strengthen the team’s performance;
- Stay abreast of the latest technology trends;
- Expected to meet or exceed published support analyst III performance standards;
- Must possess superb customer service skills and an ability to diagnose and solve problems from non-technical descriptions provided by their customers;
- Provide administration and support of all primary assigned computer, printer, and client applications;
- Other duties as assigned;
- May train less experienced staff or project team;
- Follow standard help desk procedures and guidelines using ITIL Framework;
- Required to take rotating call for weekend support;
- Prepare activity reports on support activities;
- Provide effective end user support and issue resolution via emails, phone calls, etc;
- Escalate problems to appropriate resource as needed;
- Create formal documentation including configuration documentation, test documentation, and support documentation.
Requirements:
- Ability to complete multiple tasks with minimal direction;
- Exceptional customer service skills with expertise in troubleshooting, diagnosing and solving complex computer related problems;
- Strong working knowledge of computer hardware and network operating systems;
- Proficient technical knowledge of MS-Windows operating system, MS Office suite, MS SQL Server, concepts of SQL databases;
- Experience in using common Customer Service software;
- HS Diploma/GED required;
- Ability to listen and analyze customer needs;
- Excellent organizational, time management, written and verbal communication skills;
- Process control and monitoring;
- 1 to 3 years technical support experience; Experience working in a global IT service desk function would be a plus;
- Exceptional written and verbal communication skills required;
- IT security and disaster recovery;
- Call Center technologies;
- Tech savvy with the ability to learn new software and systems;
- IT networks and voice services.