Job Description

. Job Description - 

 Job Overview: The Service Desk Analyst plays a crucial role in providing technical support and assistance to end-users within the organization. This position involves responding to user inquiries, diagnosing and resolving technical issues, and ensuring a high level of customer satisfaction.

Responsibilities:

1.Work in a 24-hour shift pattern (rotating 9-hour shifts with a 24x7 team) to provide Level 1/1.5 IT support.

2.Provide first-level technical support to end-users via phone, email, or in-person.

3.Diagnose and troubleshoot hardware, software, and network-related issues.

4.Escalate complex problems to appropriate IT personnel when necessary.

5.Document all incidents and service requests in the ticketing system.

6.Responsible for ensuring assigned tasks are completed within Service Level Agreements (SLA)

7.Collaborate with other IT teams to resolve issues and implement solutions.

8.Assist in the development and maintenance of IT documentation and knowledge base articles.

9.Stay up to date with technological advancements and industry best practices.

Qualifications:

1.Bachelor's degree in Information Technology, Computer Science, or related field (or equivalent work experience).

2.Proven experience in a Service Desk or technical support role.

3.Strong knowledge of operating systems, hardware, and commonly used software applications.

4.Excellent communication and customer service skills.

5.Ability to work well under pressure and prioritize tasks effectively.

6.Certifications such as ITIL, or Microsoft Certified Desktop Support Technician (MCDST) are a plus.

Skills:

1.Technical proficiency in troubleshooting hardware and software issues.

2.Strong problem-solving and analytical skills.

3.Excellent interpersonal and communication skills.

4.Familiarity with remote desktop support tools.

5.Knowledge of IT service management (ITSM) processes.

6.Ability to adapt to new technologies and learn quickly.