Service Desk Analyst

The Service Desk Analyst serves as an entry-level service desk and operational support role within the IT department. This position is primarily responsible for handling support tickets, responding to user questions, and resolving common hardware, software, and access issues to maintain a reliable end-user experience. The role works closely with Infrastructure team members and Systems Administrators to escalate and coordinate more complex issues, while contributing to day-to-day support operations and maintaining accurate documentation. Project work is limited and typically consists of assisting with smaller tasks or operational initiatives as assigned.

Authorized and responsible to continuously improve upon and perform all duties according to BDEL Quality, Safety and Employee Policies and procedures:

1. Tier 1 Technical Support

• Respond to service desk tickets, user questions, and support requests in a timely and professional manner.

• Troubleshoot and resolve common hardware, software, printing, and account access issues within established support procedures.

• Escalate issues beyond Tier 1 scope to Systems Administrators while maintaining ownership of communication and follow-up.

1. User Assistance and Customer Service

• Provide friendly, clear support to end users through ticket communications, email, chat, scheduled calls, or in-person assistance.

• Guide users through basic troubleshooting steps and answer common IT-related questions.

• Support onboarding, workstation setup, and routine equipment requests as assigned.

1. Collaboration and Escalation

• Work closely with Service Desk team members and Systems Administrators to resolve issues efficiently.

• Communicate accurate details when escalating incidents, including symptoms, troubleshooting performed, and user impact.

• Learn from escalated cases and apply feedback to improve future issue resolution.

1. Operational Support

• Perform routine support tasks such as device setup, software installs, account assistance, and hardware replacements.

• Maintain ticket queue discipline by updating statuses, documenting actions taken, and closing resolved requests accurately.

• Follow IT policies, procedures, and security practices in all support activities.

1. Documentation and Continuous Learning

• Document support interactions, resolutions, and recurring issues clearly and consistently.

• Use internal documentation and knowledge base resources to research issues and improve service quality.

• Participate in training and limited project-related tasks that support team operations and development.