It Service Desk Analyst
5 days ago
Role Overview:
As an IT Service Desk Analyst, you will provide technical assistance and support for incoming queries and issues related to computer systems, software, hardware, and networks. You will troubleshoot problems, escalate issues when necessary, and ensure end-user satisfaction with IT services.
Key Responsibilities:
End-User Support
- Respond to user queries via phone, email, chat, or ticketing system
- Diagnose and resolve software, hardware, network, and account access issues
- Provide first-level support for desktops, laptops, mobile devices, and applications
Ticketing & Troubleshooting
- Record and track incidents and service requests in the ticketing system (e.g., ServiceNow, Jira, Freshservice)
- Prioritize and manage multiple open issues simultaneously
- Escalate unresolved problems to higher-level technical teams as needed
System Access & Configuration
- Assist with user account setup, password resets, and access permissions (Active Directory, Microsoft 365, etc.)
- Install, configure, and update software and system tools
- Support onboarding/offboarding processes by preparing IT equipment and access rights
Nice-to-Haves:
- IT certifications (e.g., CompTIA A+, ITIL Foundation, Microsoft MCP)
- Experience with Active Directory, Exchange, and VPN troubleshooting
- Familiarity with Mac OS, mobile device management (MDM), and VoIP systems
- Knowledge of ITIL practices and service management workflows
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