Service Desk Analyst

Overview: We are seeking a skilled and customer-focused Service Desk Analyst to join our team. As a Service Desk Analyst, you will be the first point of contact for our internal users, providing technical support and assistance with IT-related issues. You will respond to inquiries, troubleshoot problems, and escalate issues as needed to ensure timely resolution and minimal disruption to business operations. The ideal candidate will have strong communication skills, a passion for technology, and a commitment to delivering exceptional customer service.

Responsibilities:

1. First Line Support: Serve as the initial point of contact for all IT-related inquiries and issues, including hardware, software, network, and system access issues. Provide timely and accurate resolution or escalation of incidents and service requests.
2. Incident Management: Log all incoming incidents and service requests in the ticketing system, ensuring thorough documentation of issues, troubleshooting steps, and resolutions. Monitor ticket queues and prioritize tasks based on urgency and impact to business operations.
3. Technical Troubleshooting: Diagnose and resolve technical problems related to desktops, laptops, mobile devices, printers, and other hardware peripherals. Troubleshoot software applications, operating systems, and network connectivity issues to identify root causes and implement solutions.
4. User Training and Support: Provide guidance and assistance to users on the proper use of IT systems, software applications, and tools. Offer training sessions, user guides, and self-help resources to empower users to resolve common issues independently.
5. Remote Support: Utilize remote support tools to assist users located in different offices or remote locations. Troubleshoot issues remotely, perform system configurations, and install software updates as needed.
6. Escalation Management: Escalate unresolved issues to appropriate support teams or third-party vendors, following established procedures and service level agreements (SLAs). Collaborate with other IT teams to ensure timely resolution of complex or escalated incidents.
7. IT Asset Management: Maintain accurate records of IT assets, including hardware inventory, software licenses, and configuration details. Assist with asset procurement, deployment, and retirement processes as needed.
8. Documentation and Knowledge Sharing: Document troubleshooting procedures, resolution steps, and best practices for future reference. Contribute to the knowledge base and share insights with colleagues to improve overall service delivery and efficiency.

• Strong knowledge of IT systems, hardware, software, and networking concepts.
• Familiarity with ITIL best practices and incident management processes.
• Excellent communication skills, both verbal and written, with the ability to explain technical concepts to non-technical users.
• Customer-focused attitude with a passion for delivering high-quality service and support.
• Ability to work independently and collaboratively in a fast-paced environment.

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