The Service Desk Analyst role supports internal customers with PC, Mac, mobile device and/or application-related issues, including peripheral equipment such as printers. Responds to user inquiries, assesses problems and issues with IT equipment and applications, and helps resolve these issues for users in a timely manner. Works closely with other IT department personnel to provide assistance on tasks that are outside the scope of their knowledge or expertise. The Service Desk Analyst uses creative and technical problem-solving skills, provides excellent customer service, and collaborates with colleagues to provide solutions to internal customers.

Responsibilies:

• Provide Level 1 technical support which includes handling incoming phone calls, Incident tickets, and Service Requests from internal customers who are having an issue or need help. Make detailed notes of the problem the user is experiencing in the ticket, determine steps they can take to resolve the issue, and manage the flow of incoming support requests. This involves asking questions to determine the full scope of the user’s issue.

• Troubleshoot and restore routine technical services and equipment by analyzing, identifying, and diagnosing faults and symptoms using established processes and procedures.

• Assist senior technical teams to perform root cause analysis and develop checklists for typical problems, and recommended procedures and controls for problem prevention.

• Escalate user incidents to higher-level IT support specialists if they are unable to resolve the issue on their own.

• Maintain a knowledge database to enhance the quality of problem resolution, as well as, within a team setting, share information and assist others with incidents.

• When appropriate, may provide support to IT end-users for basic software, hardware, and desktop-based LAN systems computing, and escalate to higher-level support when necessary.

• Ability to prioritize incoming calls, tickets, and requests to ensure urgent widespread issues are handled promptly.

• Analyze changes for their adherence to standards and guidelines.

• Performs other duties as assigned.

Skills and Qualifications:

• Technical skills – because they frequently play a direct role in resolving user issues, excellent technical and computer skills are required

• Problem-solving skills – as a problem-solver, the analyst should be able to devise technical and creative solutions to user issues

• Communication skills – effective communication is key in this role, since service desk analysts need to gather data about problems, prepare detailed notes and reports, and walk users through the steps they can take to resolve software and hardware issues

• Time management – excellent time management skills are necessary, and analyst should be able to set priorities when handling multiple cases

• Team collaboration – routinely work with other IT personnel to resolve user issues, so they need to successfully collaborate with team members and coworkers

Requirements:
 

Education:

Associate degree in a technology-related field or equivalent experience

Experience:

0 - 3 years in IT technology-related role