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Service Desk Analyst
2 months ago
Roles 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:
Communications – Excellent written and oral English communication skills, a good listener with a team player attitude, problem solving, negotiation, issue management, and mediation skills.
Overall – Ability to work in fast-paced environment while being self-motivated, pleasantly aggressive, assertive, realistically ambitious with high personal ethics. Develop a professional relationship with co-workers and end-users with a positive influence. Have the discipline to follow established methodology while seeking ways to improve the process.
