Service Desk Analyst

• Provide timely Level 1 hardware, software, voice, and network support.
• Respond to service requests through phone, email, chat, and ticketing systems.
• Troubleshoot technical issues using available tools and resources.
• Maintain ownership of assigned tickets through resolution and closure.
• Escalate and route issues that cannot be resolved at the Service Desk.
• Create and maintain accurate incident and request tickets in the ticketing system.
• Document customer interactions, troubleshooting steps, and resolutions.
• Create, update, and review Knowledge Base articles.
• Identify recurring issues and trends and update the Knowledge Base accordingly.
• Participate in projects focused on improving customer service, efficiency, and productivity.

Required Knowledge

• Windows Operating Systems
• Service Now
• Microsoft Office Suite:
• Word
• Excel
• Outlook
• Power Point
• Google Workspace:
• Gmail
• Google Drive
• G-Suite/Google Workspace applications
• VPN and virtual desktop environments
• Basic hardware, software, voice, and network troubleshooting

Preferred Experience

• 2+ years of technical support experience in a call center/service desk environment.
• 2+ years of hands-on desktop support experience.
• Experience working with ticketing systems, preferably Service Now.
• Strong customer service and communication skills.
• Ability to troubleshoot, document, prioritize, and resolve technical issues effectively.

Preferred Certifications/Training

Advanced technical training or certifications in areas such as: