IT Service Desk Analyst

IT Service Desk Analyst

• Provide first-line support to end-users for IT-related issues, ensuring timely resolution of incidents and requests.
• Utilize ticketing tools to log, track, and manage service requests and incidents effectively.
• Assist users with VPN connectivity issues, ensuring secure and reliable access to company resources.
• Implement ITIL best practices to enhance service delivery and improve user satisfaction.
• Support Office 365 applications, troubleshooting issues and providing guidance to users.
• Manage user accounts and permissions in Active Directory, ensuring compliance with company policies.
• Collaborate with other IT teams to escalate and resolve complex technical issues.
• Participate in the development and maintenance of knowledge base articles and documentation.
• Contribute to continuous improvement initiatives within the service desk operations.
• Work on a rotating schedule to provide 24/7 support coverage as needed.
  

Qualifications

• A minimum of 4 to 9 years of experience in an IT service desk or support role.
• Proficiency in using ticketing tools and service desk software.
• Strong understanding of VPN technologies and troubleshooting methods.
• Familiarity with ITIL framework and best practices.
• Experience with Office 365 applications and services.
• Knowledge of Active Directory management and user account administration.
• Excellent communication and interpersonal skills, with a customer-centric approach.
• Ability to work effectively in a fast-paced environment and manage multiple priorities.
• Strong problem-solving skills and attention to detail.
  

10 positions