IT Service Desk Analyst

Provide technical troubleshooting and support for laptop hardware, software, and audiovisual equipment in conference rooms. Research, assess, and resolve incidents and service requests efficiently. Deliver exceptional customer service while maintaining a customer-first mindset. Identify opportunities for process improvements to enhance operational efficiency and customer satisfaction. Manage escalations from external service providers to ensure timely resolution. Update standard operating procedures and service documentation to reflect current practices. Monitor and report on key performance metrics to maintain high-quality service standards. Collaborate cross-functionally to address technical challenges and improve processes.

High school diploma or equivalent. At least 1 year of experience in providing technology support. Foundational knowledge of Microsoft Windows 11, Office Suite, and network hardware. Strong understanding of cyber security principles and peripheral equipment. Excellent verbal and written communication skills. Ability to work independently and collaboratively within a team. Organizational skills with the flexibility to adapt to shifting priorities. Proficiency in process improvement initiatives to reduce disruptions and improve user experiences.

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