Job
Description
We are seeking an experienced IT Service Desk Analyst to join our team and provide top-tier technical support to end-users. As an IT Service Desk Analyst, you will be responsible for troubleshooting a wide range of technical issues related to Windows desktop OS, proprietary software, virtual desktops, mobile OS, printers, and other IT systems or hardware. You will play a crucial role in ensuring smooth operations by resolving IT concerns promptly, managing service interruptions, and escalating complex issues to the appropriate stakeholders. Key Responsibilities: Provide remote and in-office technical support to end-users via email, phone, and direct interaction. Troubleshoot and resolve technical issues related to desktops, laptops, mobile devices, software, printers, and virtual desktop infrastructure (VDI). Record, categorize, and affirm user requests, ensuring proper tracking for further resolution. Test and analyze IT system and software performance to identify and address potential issues. Prioritize and resolve incoming IT queries, ensuring minimal disruption to business operations. Perform system installations, updates, and maintenance procedures to avoid service interruptions. Escalate critical or complex issues to relevant stakeholders for further action. Ensure service desk meets agreed-upon service levels and respond to IT service requests within defined timeframes. Monitor and report on key performance indicators (KPIs), including first call resolution (FCR), average handle time (AHT), and customer satisfaction rate (CSAT). Collaborate with cross-functional teams to improve IT processes and resolve recurring issues. Key Requirements: 2 to 4 years of hands-on experience in an IT support or service desk role. Strong knowledge of IT systems, hardware, and software troubleshooting, with expertise in Windows desktop OS and mobile platforms. Familiarity with CRM tools and task management software. Understanding of Service Level Agreements (SLA) and Key Performance Indicators (KPI), with the ability to meet and exceed service targets. Excellent analytical, problem-solving, and communication skills. Strong customer service skills and the ability to maintain positive relationships with users. Bachelors degree in Computer Science, Information Systems, or a related field is preferred.
