IT Service Desk Analyst

Job Summary:

The IT Service Desk Analyst will be responsible for providing technical support and assistance to end-users within the organization. This role requires excellent communication skills, a strong technical background, and the ability to troubleshoot and resolve issues efficiently. The ideal candidate will be customer-focused, proactive, and capable of working in a fast-paced environment.

Key Responsibilities:

• Provide first-line technical support to end-users via phone, email, and remote access.
• Diagnose and resolve hardware, software, and network issues in a timely manner.
• Log and manage all service requests, incidents, and problems using the IT service management tool.
• Escalate complex issues to appropriate IT teams or third-party vendors when necessary.
• Monitor and follow up on outstanding service requests to ensure timely resolution.
• Assist with the installation, configuration, and maintenance of IT equipment and software.
• Maintain accurate and up-to-date documentation of IT processes and procedures.
• Conduct user training sessions and provide guidance on IT best practices.
• Participate in continuous improvement initiatives to enhance IT service delivery.

Skills and Qualifications:

• Proven experience in a similar IT support or service desk role.
• Strong knowledge of Windows operating systems, as well as common software applications.
• Familiarity with IT service management tools (e.g., ServiceNow, Jira, or similar).
• Excellent troubleshooting and problem-solving skills.
• Strong communication and interpersonal skills.
• Ability to work independently and as part of a team.
• Customer-focused with a proactive approach to resolving issues.

Education and Experience:

• Relevant certifications (e.g., CompTIA A+, Microsoft Certified: Modern Desktop Administrator) are advantageous.
• Previous experience in a service desk or technical support role is required.