IT Service Desk Analyst

Technical Support Specialist

Provide the first line of technical support to end-users, focusing on troubleshooting common hardware, software, and network problems, guiding users through solutions, and escalating complex issues to higher-level support when needed. Position often requires strong communication and customer service skills, as well as basic computer knowledge.

Responsibilities

• Providing Technical Support: Assisting users with a range of IT-related problems, including hardware, software, and network issues.
• Troubleshooting: Identifying the root cause of issues and guiding users through problem-solving steps.
• Communication: Effectively communicating with users via various channels (phone, email, chat) to understand their needs and explain solutions.
• Documentation: Recording details of issues, troubleshooting steps, and resolutions in ticketing systems.
• Escalation: Recognizing when issues are beyond the scope of entry-level support and escalating them to higher-level technicians.
• Customer Service: Maintaining a positive and helpful attitude while providing support to ensure user satisfaction.
• Knowledge Management: Contributing to the knowledge base by documenting common issues and solutions for future reference.
• Typical Day
  • Responding to a queue of incoming support requests via phone, email, or chat.
  • Troubleshooting user issues, such as password resets, software installation, or network connectivity problems.
  • Documenting issue details and resolutions in a ticketing system.
  • Escalating complex issues to the appropriate support team.
  • Providing training or guidance to users on new technologies.
  • Keeping up to date on new technologies and support procedures.

Qualifications

• Technical Aptitude: Basic understanding of computer hardware, software, networks, operating systems, remote management tools & VDI/AVD.
• Problem-Solving: Ability to analyze issues, identify root causes, and develop effective solutions.
• Communication Skills: Clear and concise communication, both written and verbal, for effective interaction with users.
• Customer Service Skills: Patience, empathy, and a positive attitude when interacting with users.
• Time Management: Ability to prioritize tasks, manage workload, and meet deadlines.
• Adaptability: Willingness to learn new technologies and adapt to changing environments.