About the Role
The Service Desk Analyst provides frontline technical support to end users, troubleshooting hardware, software, and network issues while maintaining accurate documentation and delivering excellent customer service.
Responsibilities
- Respond to service requests from end-users via phone, email, or ticketing system
- Diagnose and resolve desktop, mobile, and connectivity issues
- Escalate complex technical problems to higher-tier support teams
- Document incidents and resolutions in the service management platform
- Follow established procedures for password resets and account unlocks
- Assist with onboarding new employees and setting up devices
- Maintain up-to-date knowledge of internal systems and support tools
- Provide remote support using secure access methods
- Track and monitor open tickets to ensure timely resolution
- Communicate service outages and updates to affected users
- Follow change management protocols for system updates
- Support virtual meeting tools and troubleshoot audio/video issues
- Assist with printer and peripheral connectivity problems
- Verify user access permissions and escalate discrepancies
- Perform basic network connectivity tests and report findings
- Guide users through self-service options and knowledge base articles
- Maintain confidentiality of sensitive system and user information
- Participate in team meetings and training sessions
- Contribute to improving support documentation
- Monitor after-hours alerts and respond as scheduled
- Support multi-factor authentication setup and troubleshooting
- Assist with software installation and license management
- Follow security policies when handling user credentials
- Report recurring issues for root cause analysis
- Maintain a customer-focused approach during all interactions
Nice to Have
- CompTIA A+ certification
- Experience with ServiceNow or similar platform
- Knowledge of cloud-based infrastructure
- Familiarity with ITIL framework
- Previous experience in a corporate IT environment
- Bilingual communication skills
- Exposure to endpoint security tools
Compensation
Competitive salary based on experience
Work Arrangement
Hybrid work environment
Team
Collaborative IT support team focused on resolving technical issues efficiently
What We Offer
- Professional development opportunities
- Health and wellness benefits package
- Paid time off and holiday schedule
- Employee assistance program
- Technology stipend for home office setup
Work Schedule
- Full-time position with standard business hours
- Occasional after-hours support may be required
- Rotating on-call schedule for incident response
Not available for this position
