We are looking for a Service Desk Analyst with exceptional customer service skills to provide technical support to users. If you are a person with ability to absorb and retain information quickly, and to present resolutions in user-friendly language, then your are the one we are looking for!
Overview
A Service Desk Analyst provides end-user technical support, efficiently responding to IT support requests and resolving a broad spectrum of network, hardware, and software issues. They play a pivotal role in performing technical maintenance, software installations, and updates; ensuring systems and networks operate smoothly. Key to their role is their ability to communicate complex technical information in an accessible manner, facilitating clear understanding for users. They also excel in documentation, meticulously recording issues, resolutions, and processes to improve future troubleshooting efforts and support practices.
Responsibilities and Duties
Technical Support and Maintenance
Diagnose IT problems, advise on solutions, and carry out or assist with repairs.
Install and configure hardware, software, systems, networks, printers, and scanners.
Provide IT support to a diverse range of systems and use cases.
Troubleshoot network, system, and application issues.
Make prompt decisions and facilitate escalations.
User Support and Communication
Process support calls, emails, and portal tickets.
Deliver end user support in a courteous, professional manner.
Interpret client requests and needs, finding root problems and issues.
Build and maintain positive relationships, offering technical guidance, advice, and support.
Documentation and Reporting
Log customer interactions and resolutions via ticketing systems.
Provide operational status reports and daily service updates.
Update and maintain documentation.
Qualifications
Certification:
Preference for relevant industry certifications (CompTIA, Microsoft 365).
Technical Expertise:
Strong knowledge in infrastructure, network security, cloud computing, business software, data management, and IT operations.
Proficiency in relevant software, tools, and technologies.
Experience with system integrations and business applications.
Interpersonal and Communication Skills
Excellent verbal communication and customer service skills.
Strong ability to work well with diverse teams and clients.
Ability to clearly explain complex technical concepts.
Analytical and Problem-Solving Abilities
Analytical thinking.
Natural problem-solving and critical thinking skills.
Quick decision-making under pressure.
Adaptability and Organizational Skills
Flexibility dealing with a wide range of issues.
Excellent organizational skills.
Ability to meet deadlines and keep appointments.
Industry Knowledge and Compliance:
Familiarity with industry-specific technological requirements and compliance standards.
Keeping up-to-date with emerging technologies, industry trends, and market dynamics.
Customer-Centric Approach:
Understanding and addressing client IT needs and challenges.
Experience in building and maintaining customer relationships.
Providing high-quality IT solutions and services.
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