IT Service Desk Analyst

IT Service Desk Analyst

Job Objective

Reporting to the Service Desk Manager, the IT Service Desk Analyst will provide efficient and accurate technical support to end users across the organization. The incumbent will serve as the first point of contact for IT-related issues, troubleshoot hardware and software problems, escalate unresolved incidents when necessary, and ensure excellent customer service standards are consistently maintained.

Essential Job Duties

• Provide first-level technical support and resolve user issues in a timely and professional manner

• Respond to help desk requests via phone, email, and ticketing systems

• Troubleshoot hardware, software, printer, and network-related issues

• Escalate unresolved incidents to the appropriate support teams when required

• Track, document, and manage incidents through to resolution

• Guide users through step-by-step problem-solving processes

• Maintain accurate records of tickets, inventory, assets, and vendor information

• Configure, install, and support desktops, laptops, printers, and peripheral devices

• Assist with user account management, password resets, and access requests

• Support Microsoft Office/Microsoft 365 applications and standard business systems

• Ensure incidents and service requests are resolved in accordance with established service levels

• Follow up with users to ensure issues have been fully resolved and customer satisfaction is achieved

• Recommend process improvements and procedure modifications where necessary

• Maintain and expand knowledge of help desk processes, systems, products, and services

• Assist in maintaining physical IT infrastructure and equipment inventory

• Deliver exceptional customer service while maintaining professionalism at all times