Service Desk Analyst

Essential Duties And Responsibilities

• Provide end user support via phone, email, and chat to support business users get back to functioning smoothly
• Utilize Service Desk software to log, maintain and close tickets as required
• Technical understanding and ability to resolve issues with laptop / desktop / Citrix end user platforms
• Technical understanding and ability to resolve issues with desktop software, Outlook, Microsoft business software, Adobe, internet browser support, etc.
• Follow prescribed service processes and procedures to successfully handle customer interactions
• Work within service levels established by the IT Service Desk
• Maintain Service Desk knowledge base to provide up to date information for all Service Desk Analysts
• Escalate issues as they arise to management for support
• Work cooperatively and collaboratively with other team members
  

Skills/Experience Requirements

• 2+ years’ experience working in a IT Service Desk environment
• Ability to provide technical guidance in a clear and concise manner
• Problem solving and troubleshooting skills with the ability to exercise mature judgment
• Highly organized, process oriented
• Broad understanding of IT services and hardware /
• Good interpersonal communication skills (verbal and written) to support a team environment
  

Education Requirements

• Technical training, Bachelor’s degree or higher in information technology
  

Special Requirements