Service Desk Analyst

We are seeking an experienced and customer-focused Service Desk Analyst to provide Level 1 technical support for a large enterprise environment. This role is responsible for responding to incoming support requests through phone, email, chat, and ticketing systems while delivering exceptional customer service and timely issue resolution.

The ideal candidate will have experience supporting end users in a call center or help desk environment and possess strong troubleshooting skills across hardware, software, network connectivity, and enterprise applications.

Key Responsibilities

• Provide Level 1 technical support for hardware, software, voice, and network-related issues.
• Respond to incoming requests via phone, email, chat, and self-service ticket submissions.
• Troubleshoot and resolve issues related to:
• Workstations and peripherals
• Printers and telephone services
• Mobile devices and cellular services
• Active Directory accounts
• Google Workspace accounts
• VPN access
• Virtual desktop environments
• Microsoft Office applications
• Serve as the primary point of contact for assigned tickets until resolution.
• Escalate incidents and service requests that require higher-level support.
• Create, document, and update incident and request tickets with detailed troubleshooting information.
• Maintain accurate records of customer interactions and actions taken.
• Develop, update, and maintain knowledge base articles and troubleshooting documentation.
• Identify recurring issues and recommend process improvements.
• Participate in initiatives focused on improving customer service, efficiency, and productivity.

Required Qualifications

• Minimum 2 years of experience providing technical support in a call center, service desk, or help desk environment.
• Minimum 2 years of hands-on desktop support experience.
• Strong customer service and communication skills.
• Experience troubleshooting Windows operating systems.
• Knowledge of Microsoft Office Suite:
• Ability to multitask and manage multiple support requests in a fast-paced environment.
• Experience documenting issues and maintaining ticketing systems.

Preferred Qualifications

• Experience with Active Directory administration and account support.
• Experience supporting remote and virtual desktop environments.
• Experience using ServiceNow.
• Experience supporting Google Workspace including:
• Gmail
• Google Drive
• Google Docs
• Google Workspace applications
• Technical certifications such as:
• CompTIA A+
• Microsoft Certifications
• Google Certifications
• Hardware or Software Support Certifications