Overview
We are looking for a dedicated and service-oriented Service Desk Analyst to become a vital part of our IT team. This role offers an excellent opportunity to develop your technical skills, enhance your problem-solving abilities, and grow within a supportive environment.
Responsibilities
Serve as the first point of contact for end users seeking technical assistance via phone, chat, email, and support tickets, ensuring professional and courteous communication at all times.
Diagnose and troubleshoot hardware and software issues using diagnostic tools and utilities, providing effective solutions that minimize downtime.
Install, configure, and upgrade software and hardware components, including workstations, printers, and peripheral devices.
Perform routine preventive maintenance to ensure optimal performance of IT assets.
Prioritize and manage support requests based on urgency and impact, with a focus on delivering timely and efficient resolutions.
Escalate complex or unresolved issues to senior technicians or specialized teams, ensuring smooth handoffs and continuous support.
Collaborate with IT colleagues and key operational teams to streamline support processes and improve service quality.
Document technical issues and resolutions in knowledge base articles, FAQs, and support documentation to enhance team resources and facilitate quicker future responses.
Follow up with users after resolution to confirm satisfaction and identify opportunities for proactive improvement.
Qualifications & Experience
0–3 years of experience in IT support, help desk, or a related technical role.
Strong verbal and written communication skills, with a genuine customer-centric approach.
Basic understanding of common operating systems, software applications, and hardware devices.
Ability to work independently on routine tasks and troubleshoot common technical issues confidently.
Eagerness to learn, adapt to new technologies, and develop professionally.
Publishing Pay Range: $17.00 – $20.00 Hourly
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Responsibilities
Serve as the first point of contact for end users seeking technical assistance via phone, chat, email, and support tickets, ensuring professional and courteous communication at all times.
Diagnose and troubleshoot hardware and software issues using diagnostic tools and utilities, providing effective solutions that minimize downtime.
Install, configure, and upgrade software and hardware components, including workstations, printers, and peripheral devices.
Perform routine preventive maintenance to ensure optimal performance of IT assets.
Prioritize and manage support requests based on urgency and impact, with a focus on delivering timely and efficient resolutions.
Escalate complex or unresolved issues to senior technicians or specialized teams, ensuring smooth handoffs and continuous support.
Collaborate with IT colleagues and key operational teams to streamline support processes and improve service quality.
Document technical issues and resolutions in knowledge base articles, FAQs, and support documentation to enhance team resources and facilitate quicker future responses.
Follow up with users after resolution to confirm satisfaction and identify opportunities for proactive improvement.
Qualifications & Experience
0–3 years of experience in IT support, help desk, or a related technical role.
Strong verbal and written communication skills, with a genuine customer-centric approach.
Basic understanding of common operating systems, software applications, and hardware devices.
Ability to work independently on routine tasks and troubleshoot common technical issues confidently.
Eagerness to learn, adapt to new technologies, and develop professionally.
Publishing Pay Range: $17.00 – $20.00 Hourly
#J-18808-Ljbffr