IT Service Desk Analyst

The IT Service Desk Analyst is accountable for providing positive experiences through reliable technical assistance and proactive problem solving to foster collaborative, secure, efficient operations as measured by service desk incidents and customer satisfaction surveys.

Essential Functions

Responding to service desk inquiries and providing technical support to end users

Incident management: logging, categorizing and prioritizing incidents and requests while maintaining timely and accurate records

Proactive support / identify training opportunities during support sessions

Troubleshooting hardware, software, and network issues

Escalating complex technical issues to the appropriate IT teams

Documenting support requests and resolutions in the ticketing system

Contributing to the improvement of IT processes and procedures

Minimum 3-5 years proven experience in a help desk or technical support role

Strong knowledge of IT systems, network infrastructure, and troubleshooting techniques

Excellent communication skills and ability to interact professionally with diverse groups

Experience with remote support tools

Ability to work in a fast-paced environment and prioritize tasks effectively