IT Service Desk Analyst

The Service Desk Analyst is the first point of contact for IT support within the organization. This role is responsible for providing timely and effective technical assistance to end-users, resolving incidents, fulfilling service requests, and ensuring a positive customer experience. The ideal candidate is detail-oriented, customer-focused, and skilled in troubleshooting hardware, software, and network issues.

Incident & Request Management

- Respond to incoming calls, emails, and tickets in the IT Service Management (ITSM) system.

- Diagnose and resolve technical issues related to hardware, software, and network connectivity.

- Escalate complex issues to higher-level support teams as needed.

Customer Service

- Deliver exceptional customer support with clear communication and empathy.

- Keep users informed of ticket status and resolution timelines.

- Maintain professionalism and a positive attitude in all interactions.

Technical Support

- Install, configure, and troubleshoot desktops, laptops, printers, and mobile devices.

- Support common business applications (e.g., Microsoft 365, collaboration tools).

- Assist with password resets, account provisioning, and access management.

Documentation & Knowledge Sharing

- Accurately log all incidents and requests in the ITSM system.

- Contribute to knowledge base articles and user guides.

- Follow established IT policies and procedures.

Continuous Improvement

- Follow established IT policies and procedures.

- Identify recurring issues and suggest process improvements.

- Participate in training sessions to stay current with technology and best practices.