Service Desk Analyst

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.

• 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.

• 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