Service Desk Analyst

As a Service Desk Analyst, your role involves being the first point of contact for users seeking technical assistance via phone, email, or ticketing tools. You will be responsible for logging, prioritizing, and tracking incidents and service requests using ITSM systems like ServiceNow, Remedy, or Jira. Troubleshooting basic hardware, software, network, and application issues including Windows, MS Office, VPN, and Printers will be part of your daily tasks. Additionally, you will provide remote support using tools like TeamViewer, Remote Desktop, or SCCM. When necessary, you will escalate unresolved incidents to Level 2/3 teams according to defined escalation procedures. Following up on outstanding requests, ensuring timely resolution and closure of tickets, and maintaining documentation of known issues, FAQs, and standard operating procedures (SOPs) are essential duties. You will also support user onboarding/offboarding by handling account creation, access management, and system setup. Participating in shift handovers, maintaining smooth communication between teams, contributing to continuous service improvement initiatives, and updating the knowledge base are key aspects of this role. Qualifications Required: - Bachelor's Degree in Computer Science, Information Technology, or a related field. - 2-5 years of experience in IT Service Desk or Technical Support. Additional Company Details: Recruiter Name: Christopher Key Responsibilities: - Serve as the first point of contact for users seeking technical assistance. - Log, prioritize, and track incidents and service requests. - Troubleshoot basic hardware, software, network, and application issues. - Provide remote support using various tools. - Escalate unresolved incidents to Level 2/3 teams. - Follow up on outstanding requests and ensure timely resolution. - Maintain documentation of known issues, FAQs, and SOPs. - Support user onboarding/offboarding. - Participate in shift handovers and maintain communication between teams. - Contribute to continuous service improvement initiatives and knowledge base updates.,