Overview:

The Service Desk Analyst will provide first and second line technical support, resolving hardware and software issues in a timely and efficient manner. This role requires excellent communication skills, problem-solving abilities, and a customer-centric approach to ensure the smooth operation of IT services within the organization.

Key Responsibilities:

Technical Support:

• Serve as the initial point of contact for customers seeking technical assistance via phone, email, or in-person.
• Diagnose and resolve technical hardware and software issues.

Incident Management:

• Record, track, and document the service desk incident management process, including all successful and unsuccessful decisions made and actions taken through to the final resolution.
• Prioritize and manage multiple open cases at one time.

Customer Service:

• Maintain a high level of customer satisfaction by providing exceptional service and timely resolution of issues.
• Communicate effectively with end-users and provide updates on the status of their issues.

Documentation and Reporting:

• Maintain detailed records of customer interactions and problem resolution.
• Create and update technical documentation and user guides.
• Generate reports on common issues, response times, and customer satisfaction.

Continuous Improvement:

• Stay up-to-date with the latest industry trends and technologies.
• Participate in ongoing training and professional development activities.
• Contribute to the development and improvement of service desk processes and procedures.

Education:

• Bachelor's degree in Computer Science, Information Technology, or a related field preferred.

Experience:

• Minimum of 1-2 years of experience in a technical support or service desk role.
• Experience with remote desktop applications and help desk software.

Technical Skills:

• Proficiency in Windows and Mac operating systems.
• Familiarity with Microsoft Office Suite and other common software applications.
• Basic understanding of networking principles and protocols.

Certifications:

• ITIL Foundation Certification preferred.
• CompTIA A+ or other relevant IT certifications are a plus.