The Service Desk Analyst is responsible for the day-to-day operations of the Service Desk, including but not limited to, incident management, request fulfilment, knowledge management, and reporting. The Service Desk Analyst will work closely with the Service Desk Manager to ensure that Service Level Agreements (SLAs) are met and that the Service Desk is providing the highest level of customer service possible.

The ideal candidate for this position should have at least 5 years of experience working in a Service Desk environment, as well as experience working with incident management and request fulfilment processes. The candidate should also have excellent customer service skills and be able to work well under pressure.


Duties & Responsibilities


Provide technical support to end users for a variety of computer hardware and software applications.

Respond to user inquiries regarding system functionality, application usage, and troubleshooting.

Assist in the resolution of complex technical problems by researching solutions and collaborating with other team members.

Install, configure, and maintain desktop computers, laptops, printers, and other peripheral devices.

Perform regular maintenance tasks such as patching, updates, and backups.

Manage user accounts and permissions in Active Directory.

Create and maintain documentation of systems and procedures.

Train new users on proper usage of applications and systems.

Monitor ticketing system for incoming requests and prioritize accordingly.

Escalate issues to senior staff as needed.

Stay up to date on new technologies and industry trends.

Provide after-hours support on a rotating basis.


Required Skills and Qualifications


Bachelor's degree in computer science or related field, or equivalent experience

5+ years of customer service experience, with at least 2 years in a technical support role

Exceptional written and verbal communication skills

Strong analytical and problem-solving skills

Ability to work independently and as part of a team.

Proficiency in Microsoft Office and Windows operating systems.


Preferred Skills and Qualifications


2+ years of experience working in a customer service role.

ITIL certification or other relevant industry certification.

Experience with ticketing systems, such as Service Cloud or JIRA.

Working knowledge of Linux/Unix operating systems.

Hands-on experience with hardware and networking.


Job ID : 1685