Service Desk Analyst

Job Description

The Service Desk Analyst will be responsible for providing technical assistance and support to users across the organization. The successful candidate will have excellent communication skills and a strong technical background.

Responsibilities

• Deliver first-level technical support and customer service to internal users via various channels.
• Analyze and escalate more complex issues to appropriate teams or personnel as needed.
• Maintain up-to-date knowledge of IT services and tools to provide accurate information to users.
• Assist in maintaining and updating the company’s IT asset inventory.
• Identify and recommend process improvements to enhance the service desk function.
• Conduct follow-ups with users to ensure issue resolution and improve satisfaction.
• Assist the IT Operations Manager in projects related to user support and system improvements.

Requirements

Education

• Bachelor's degree in Computer Science or Information Technology preferred
• ITIL Foundation certification is a plus

Experience

• 2+ years of experience in a help desk or technical support role

Technical Skills

• Virtualization Technologies
• Cloud Computing

Soft Skills

• Teamwork
• Adaptability

Advantageous

• Experience with ITIL best practices: Knowledge of IT service management principles and methodologies.
• Experience with Mobile Device Management: Familiarity with tools such as MobileIron or AirWatch.

Benefits

• Health, dental, and vision insurance
• 401(k) with company match
• Flexible working hours
• Remote work options

Company Culture

• Collaboration: We foster a collaborative and inclusive environment where innovation and creativity are encouraged.
• Continuous Learning: Our team is passionate about technology and dedicated to continuous learning and improvement.