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We are seeking a highly skilled Service Desk Analyst to join our team. As a Service Desk Analyst, you will be responsible for providing first and second level support for IT incidents and requests, ensuring timely and accurate resolution.
Key Responsibilities- Monitor and troubleshoot IT systems and platforms, such as Datto RMM, Addigy, Microsoft 365, Google Workspace, Spanning, Datto Endpoint Backup, Windows and MacOS.
- Perform regular backups, updates, and maintenance of IT systems and platforms.
- Escalate complex or unresolved issues to third level support or vendors as needed.
- Create and maintain IT documentation, such as procedures, manuals, reports, and tickets.
- Train and mentor junior staff on IT systems and platforms, best practices, and customer service skills.
- Ensure compliance with IT policies, standards, and security measures.
- Collaborate with other IT staff and stakeholders to improve IT service delivery and customer satisfaction.
- Bachelor's degree in computer science, Information Technology, or related field, or equivalent work experience.
- At least 3-5 years of experience in IT service desk or technical support roles.
- Advanced knowledge and skills in IT systems and platforms, such as Datto RMM, Addigy, Microsoft 365, Google Workspace, Spanning, Datto Endpoint Backup, Windows and MacOS.
- Excellent communication, problem-solving, and customer service skills.
- Ability to work independently and as part of a team.
- Ability to prioritize and manage multiple tasks and deadlines.
- Certifications in IT systems and platforms, such as Datto RMM, Addigy, Microsoft 365, Google Workspace, Spanning, Datto Endpoint Backup, Windows and Mac OS, are preferred.
