The IT Service Desk Analyst acts as the first point of contact for technical support within the organization. This role is responsible for providing timely and effective support to internal users for hardware, software, network, and system-related issues. The analyst will troubleshoot problems, escalate when necessary, and ensure high levels of customer satisfaction.
Dimensions
Financial: No financial responsibilities
People: No line responsibilities
Impact: Serves as the initial contact for IT users, providing regular updates on events and ensuring they are completed within agreed SLAs.
Responsibilities
- Serve as the first point of contact for users seeking technical assistance via the service portal.
- Troubleshoot and resolve basic to intermediate hardware, software, and network issues.
- Record and track all incidents and service requests using the IT service management tool.
- Escalate complex or unresolved issues to appropriate support teams in a timely manner.
- Assist in onboarding/offboarding users, including setting up workstations, email accounts, and access permissions.
- Follow standard operating procedures and contribute to the development and documentation of new processes.
- Maintain and update IT knowledge base articles and support documentation.
- Monitor system alerts and take necessary actions to resolve or escalate.
- Deliver excellent customer service and communicate effectively with users at all technical levels.
- Participate in continuous improvement efforts to enhance service desk efficiency and user experience.
- 1–3 years of experience in a technical support or IT service desk role.
- Strong knowledge of Windows and/or macOS operating systems, Microsoft 365, and common desktop applications.
- Basic understanding of networking concepts (TCP/IP, DNS, DHCP).
- Familiarity with Active Directory, Azure Entra, remote support tools, and ticketing systems (e.g., ServiceNow, Jira, or Assyst).
- Excellent communication, customer service, and problem-solving skills.
- Ability to prioritize and manage multiple tasks in a fast-paced environment.
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