Service Desk Analyst

As an IT Support Specialist, you will play a crucial role in ensuring the smooth operation of IT systems within the organization. Your primary responsibilities will include incident management, service request fulfillment, ticketing system management, user communication, escalation of issues, documentation, remote troubleshooting, hardware, and software troubleshooting, collaboration with other IT teams, adherence to service level agreements, and maintaining a strong focus on customer service. You will be the first point of contact for users reporting IT issues and will be responsible for troubleshooting hardware, software, network, and system problems. Handling service requests such as password resets, access requests, and software installations will also fall under your purview. It will be essential for you to log, prioritize, and categorize incidents and service requests in the ticketing system, ensuring timely resolution within agreed-upon SLAs. Effective communication with end-users and technical teams will be key to providing clear and timely updates on issue statuses and collaborating with other IT teams to resolve complex problems. Your ability to create and update knowledge base articles for common issues will enable faster resolutions in the future. To excel in this role, you should have 1-2 years of experience in a service desk or IT support role, a basic understanding of operating systems, common software applications, and hardware components. Strong problem-solving skills, communication skills, and the ability to work collaboratively with colleagues are essential. Experience with ticketing systems like ServiceNow and certifications such as ITIL Foundation, CompTIA A+, or equivalent will be advantageous. Time management skills to handle multiple tickets and tasks efficiently will also be crucial. While a Bachelor's degree in information technology or related field is preferred, relevant certifications such as ITIL Foundation, Microsoft Certified Professional (MCP), or CompTIA A+ will be beneficial. Your dedication to providing excellent customer service and ensuring user satisfaction through timely issue resolution and clear communication will be paramount in this role.,