Role: Service Desk Technical Analyst

Job Description:

The Service Desk Technical Analyst is the first point of contact for users seeking technical assistance and support for IT-related issues and requests. This role involves troubleshooting and resolving technical problems, answering questions, and providing guidance for software, hardware, network, and system issues.

Responsibilities:

1. Act as the first point of contact for all incoming IT incidents and service requests via phone, email, or ticketing system.
2. Log and categorize incidents and service requests, ensuring all necessary information is captured accurately.
3. Prioritize incidents and requests based on severity and business impact, and resolve or escalate them accordingly.
4. Diagnose and resolve technical issues related to software, hardware, network connectivity, and other IT services.
5. Provide guidance and solutions to end-users for common software and system problems (e.g., login issues, software malfunctions, password resets, etc.).
6. Use remote desktop tools or on-site support to resolve technical problems in a timely manner.
7. Provide timely updates to users on the status of their incidents or service requests and ensure follow-up for issue resolution.
8. Monitor and maintain the service desk ticketing system to ensure that incidents and service requests are logged, assigned, and resolved efficiently.
9. Track and escalate any ongoing or major incidents to the Service Desk Manager or other relevant teams.
10. Collaborate with other IT teams (e.g., network, systems, or application support) to resolve issues that cannot be solved at the first level of support.
11. Provide reports and updates on ticket status to supervisors or managers.
12. Deliver high-quality customer service with a focus on professionalism, patience, and empathy.

Mandatory skill set:

1. Familiarity with remote desktop tools and ticketing systems (e.g., SolarWinds, ServiceNow, Jira).
2. Proficiency in Microsoft Office Suite, Active Directory, and other IT management tools.
3. Basic troubleshooting skills related to hardware, software, and network issues.
4. Strong written and verbal communication skills, with the ability to explain complex technical issues in simple terms.
5. Customer-focused attitude and the ability to handle stressful situations with professionalism.
6. Strong analytical and problem-solving abilities to troubleshoot and resolve technical issues.
7. Strong knowledge of network infrastructure, cloud services, and cybersecurity practices.
8. Understanding of IT project management principles.
   
   

Preferred Experience in years:

2-4 years of experience in a technical support, service desk, or IT support

Preferred Qualifications:

Bachelor’s degree in computer science, Information Technology or any streams with relevant experience