IT Service Desk Analyst
B&W MEGTEC, Akron, OH, United States
IT Service Desk Analyst (2600001A)
The Service Desk Analyst is the first point of contact for IT support within the organization. This role is responsible for providing timely and effective technical assistance to end-users, resolving incidents, fulfilling service requests, and ensuring a positive customer experience. The ideal candidate is detail-oriented, customer-focused, and skilled in troubleshooting hardware, software, and network issues.
Incident & Request Management
Respond to incoming calls, emails, and tickets in the IT Service Management (ITSM) system.
Diagnose and resolve technical issues related to hardware, software, and network connectivity.
Escalate complex issues to higher-level support teams as needed.
Customer Service
Deliver exceptional customer support with clear communication and empathy.
Keep users informed of ticket status and resolution timelines.
Maintain professionalism and a positive attitude in all interactions.
Technical Support
Install, configure, and troubleshoot desktops, laptops, printers, and mobile devices.
Support common business applications (e.g., Microsoft 365, collaboration tools).
Assist with password resets, account provisioning, and access management.
Accurately log all incidents and requests in the ITSM system.
Contribute to knowledge base articles and user guides.
Follow established IT policies and procedures.
Identify recurring issues and suggest process improvements.
Participate in training sessions to stay current with technology and best practices.
Qualifications Education High school diploma or equivalent (Associate or Bachelor’s degree in IT preferred).
1–2 years in IT support or help desk environment.
Certifications CompTIA A+, Microsoft certifications, or ITIL Foundation (preferred).
Strong troubleshooting and problem-solving abilities.
Excellent communication and customer service skills.
Familiarity with ITSM tools and ticketing systems.
Basic understanding of networking and operating systems.
Customer-focused mindset.
Ability to work independently and in a team.
Strong organizational and time management skills.
Adaptability in a fast-paced environment.
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Incident & Request Management
Respond to incoming calls, emails, and tickets in the IT Service Management (ITSM) system.
Diagnose and resolve technical issues related to hardware, software, and network connectivity.
Escalate complex issues to higher-level support teams as needed.
Customer Service
Deliver exceptional customer support with clear communication and empathy.
Keep users informed of ticket status and resolution timelines.
Maintain professionalism and a positive attitude in all interactions.
Technical Support
Install, configure, and troubleshoot desktops, laptops, printers, and mobile devices.
Support common business applications (e.g., Microsoft 365, collaboration tools).
Assist with password resets, account provisioning, and access management.
Accurately log all incidents and requests in the ITSM system.
Contribute to knowledge base articles and user guides.
Follow established IT policies and procedures.
Identify recurring issues and suggest process improvements.
Participate in training sessions to stay current with technology and best practices.
Qualifications Education High school diploma or equivalent (Associate or Bachelor’s degree in IT preferred).
1–2 years in IT support or help desk environment.
Certifications CompTIA A+, Microsoft certifications, or ITIL Foundation (preferred).
Strong troubleshooting and problem-solving abilities.
Excellent communication and customer service skills.
Familiarity with ITSM tools and ticketing systems.
Basic understanding of networking and operating systems.
Customer-focused mindset.
Ability to work independently and in a team.
Strong organizational and time management skills.
Adaptability in a fast-paced environment.
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