SERVICE DESK

An IT Service Desk analyst acts as the primary point of contact for technical support, managing, troubleshooting, and resolving hardware, software, and network issues via ticketing systems. They install, configure, and maintain IT assets while ensuring service level agreement (SLA) compliance, documentation, and prompt escalation of complex issues.

Key Responsibilities

• Incident Management: Logging, prioritizing, and resolving incoming user requests via phone, email, and chat.
• Technical Support: Troubleshooting hardware, software, and operating systems remotely or in-person.
• Asset Management: Installing and configuring computers, printers, and software applications.
• Ticket Management: Tracking issues to completion within a ticketing system.
• Escalation: Escalating complex, unresolved issues to higher-level support teams.
• Documentation: Creating user manuals, FAQs, and maintaining knowledge base records.
• User Support: Providing onboarding support for new hires and guiding users through solutions.

Freshworks +8

Required Skills and Qualifications

• Technical Expertise: Knowledge of Windows/macOS operating systems, networking fundamentals, and Microsoft Office 365.
• Communication: Strong verbal and written communication skills to articulate technical solutions.
• Problem-Solving: Excellent analytical skills to diagnose issues.
• Certifications: Often requires certifications such as ITIL Foundation, CompTIA A+, or Microsoft Certified Professional.
• Customer Service: Focused on end-user satisfaction.

Key Responsibilities

• Incident Management: Logging, prioritizing, and resolving incoming user requests via phone, email, and chat.
• Technical Support: Troubleshooting hardware, software, and operating systems remotely or in-person.
• Asset Management: Installing and configuring computers, printers, and software applications.
• Ticket Management: Tracking issues to completion within a ticketing system.
• Escalation: Escalating complex, unresolved issues to higher-level support teams.
• Documentation: Creating user manuals, FAQs, and maintaining knowledge base records.
• User Support: Providing onboarding support for new hires and guiding users through solutions.

Required Skills and Qualifications

• Technical Expertise: Knowledge of Windows/macOS operating systems, networking fundamentals, and Microsoft Office 365.
• Communication: Strong verbal and written communication skills to articulate technical solutions.
• Problem-Solving: Excellent analytical skills to diagnose issues.
• Certifications: Often requires certifications such as ITIL Foundation, CompTIA A+, or Microsoft Certified Professional.
• Customer Service: Focused on end-user satisfaction.