Service Desk Analyst

Service Desk Analyst

At the IT Service Desk, we deliver customer excellence-focused support to end users by leveraging cutting-edge technology, IT Service Management products, and self-service/automated solutions.

Key Responsibilities

• Provide support (via telephone or chat), diagnostics, and troubleshooting of microcomputers, network services, and related peripherals for local and remote users.
• Deliver end-user support and general training (via telephone or chat) on various software packages and in-house developed software.
• Provide ticket status updates and metric reports to management.
• Develop, document, implement, and audit SOPs and customer service guidelines for remote IT support.
• Meet increased production standards and CSAT goals.
• Assist with knowledge article creation.
• Serve as SME for critical business functions/services.
• Other duties as assigned.

Required Qualifications

• Bachelor's degree or equivalent experience.
• At least 1 year of prior Service Desk experience.

Required Skills (Top 3 Non-Negotiables)

• High-quality customer service skills
• Virtual Desktop Infrastructure (VDI) troubleshooting.
• Remote Desktop troubleshooting.
• Microsoft Azure experience.

Preferred Skills

• 1–2 years of Help Desk experience.
• Active Directory experience.
• Microsoft Exchange experience.