Service Desk Analyst

About the Role:

We are seeking a detail-oriented and customer-focused IT Service Desk Analyst to join our team. The successful candidate will play a key role in incident logging, troubleshooting, customer communication, and service improvement initiatives.

Key Responsibilities:

Incident Logging and Tracking

- Log all incoming incidents and service requests into the IT Service Management system with accuracy and timeliness.

- Track the progress of each incident and ensure updates are made promptly.

Initial Triage and Troubleshooting

- Perform initial diagnosis of incidents, resolving issues at first contact when possible.

- Escalate unresolved incidents to appropriate teams in a timely manner.

Customer Communication

- Provide clear and timely updates to customers throughout the lifecycle of incidents.

- Maintain a high level of customer satisfaction through effective communication and support.

Knowledge Base Management

- Contribute to the knowledge base by creating and updating support articles on a regular basis.

- Ensure knowledge base content remains accurate and up to date.

SLA Compliance

- Adhere to service level agreements (SLAs) for incident resolution and service request fulfillment.

- Monitor and report on SLA performance.

System and Process Improvement

- Identify and recommend process improvements to enhance efficiency and service delivery.

- Actively participate in continuous improvement initiatives and assigned projects.

Qualifications:

- Prior experience in a service desk or IT support role preferred.

- Strong problem-solving and troubleshooting skills.

- Excellent communication and interpersonal skills.

- Ability to work in a fast-paced environment and manage multiple priorities.

- Familiarity with IT Service Management (ITSM) tools is a plus.

Job Type: Full-time

Pay: $23.00 - $25.00 per hour

Expected hours: 40 per week

Work Location: In person