Service Desk Analyst
4 weeks ago
About the Role
The Service Desk Analyst provides advanced technical support, resolving incidents beyond L1 capability. This role ensures timely resolution of complex IT issues, delivers high-quality customer service, and supports continuous improvement of IT processes and systems.
Key Responsibilities
- Resolve escalated technical issues and perform in-depth troubleshooting across hardware, software, and networks.
- Deliver clear and effective customer support, managing expectations and providing updates.
- Collaborate with L3 teams and cross-functional IT groups for complex problem resolution.
- Document incidents, resolutions, and create knowledge base articles.
- Provide end-user training, guidance, and user documentation.
- Perform system administration, user account management, and monitor system performance.
- Assist with software updates, patch management, and remote user support.
- Support Service Desk operations, including Office 365 administration, account modifications, and alert handling.
- Contribute to process improvement and adherence to ITIL best practices.
Qualifications
- Bachelor’s degree in Computer Science or related field (preferred).
- Microsoft certifications (MCSA/MCP) and Cisco CCNA are advantageous.
- ITIL Foundation v4 certification required.
- Minimum 3 years’ experience in service desk or technical support roles, ideally within Managed/Professional Services.
- Strong knowledge of ITIL framework and modern IT support practices.
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