Service Desk Analyst

Job Description

The Service Desk Analyst will provide technical support to customers and end-users. This role requires excellent customer service skills, strong communication skills, and technical expertise to effectively diagnose and resolve technical issues.

Responsibilities

• Provide first level technical support to clients via phone, email, and ticketing system.
• Troubleshoot and resolve hardware, software, and network issues.
• Document all support activities and maintain accurate records of client interactions.
• Escalate complex issues to appropriate team members and follow up to ensure timely resolution.
• Participate in knowledge sharing and continuous learning opportunities to enhance skills.
• Assist in IT projects and implementations as needed.
• Review and analyze service desk metrics to improve operations.
• Manage user access and permissions across systems.

Requirements

Education

• Bachelor’s degree in Computer Science or related field
• ITIL certification preferred

Experience

• 1-3 years specifically in technical support.

Technical Skills

• Ticketing Systems
• Virtualization Technologies

Soft Skills

• Analytical Thinking
• Interpersonal Skills

Certifications

• ITIL Foundation

Languages

• English: Fluent

Advantageous

• Experience with Virtualization: Hands-on experience with tools such as VMware or Hyper-V.
• Experience in ITSM practices: Understanding of incident management processes and ticketing systems.

Benefits

• Comprehensive health benefits including dental and vision
• 401(k) plan with generous employer match
• Flexible hours and remote work options
• Opportunities for training and professional development

Company Culture

• Innovation: We encourage innovative thinking and creative problem-solving.
• Employee Recognition: We value our employees and recognize their contributions to our success.
• Work-Life Balance: We prioritize work-life balance, understanding its importance for well-being.