Service Desk Analyst

As an IT Support Specialist, your main responsibilities will include receiving and logging incoming support requests, accurately identifying the nature of the issue, and prioritizing them based on severity. You will be expected to diagnose technical problems related to computer hardware, software, network connectivity, and applications through questioning and analysis. Providing solutions to common issues by offering guidance, performing basic configuration changes, or applying known workarounds will also be part of your daily tasks. In instances where issues are beyond your expertise, you will need to identify them and escalate to the appropriate technical teams for further support. Maintaining detailed records of incidents, resolutions, and user interactions within the ticketing system is crucial for tracking and monitoring progress. Additionally, contributing to the knowledge base by documenting solutions to frequently encountered problems will help streamline future issue resolutions. Your role will also involve identifying trends and patterns in support requests to proactively address potential issues and suggest improvements. Required skills for this position include a Bachelor's degree in computer science, information systems, or a related field, along with 2 to 3 years of experience in the IT industry. A strong understanding of operating systems, network protocols, common applications, and hardware troubleshooting is essential. Excellent communication skills are a must, as you will be required to clearly explain technical concepts to non-technical users and effectively communicate with customers via phone and email. Strong problem-solving skills with an analytical approach to identify root causes of issues and develop effective solutions are highly valued. Your commitment to providing a positive user experience and maintaining a professional demeanor, along with accurate documentation of issues and resolutions within the ticketing system, will be key to your success in this role.,