The Service Desk Analyst is a critical member of the IT support team, providing front-line support to both internal and external customers via the Support Bar/Desk. This role is responsible for delivering exceptional customer service, resolving technical issues, and ensuring a seamless IT experience for users. The ideal candidate will bring strong technical skills, problem-solving abilities, and a passion for customer service.
Key Responsibilities
- Provide in-person and remote support through the Support Bar and Service Desk.
- Offer first- and second-line support for:
- Microsoft suite of products
- Laptops and mobile devices
- Printers and multi-function devices
- Audio/visual and telecommunication equipment
- Deliver IT setup assistance to new hires, both in person and remotely.
- Troubleshoot and resolve incidents efficiently and effectively, escalating when necessary.
- Assist customers with relocating their IT equipment and replacing printer consumables.
- Ensure ServiceNow tickets are accurately categorized, prioritized, and updated.
- Monitor ticket queues, follow up on issues, and ensure SLA adherence.
- Participate in the development of ServiceNow capabilities, including the service catalog and FAQs.
- Proactively identify and report potential technical issues.
- Maintain up-to-date documentation and ensure the CMDB is accurate.
- Analyze recurring incidents and correlate with change activities.
- Actively contribute to team knowledge sharing and training efforts.
- Consistently provide a high level of customer service and support.
Qualifications and Preferred Skills
Essential:
- 3+ years of experience in Help Desk or IT Support roles in enterprise environments.
- Strong knowledge of:
- Computer hardware, software, and operating systems
- Windows OS (with SCCM and Intune)
- macOS in enterprise settings (with Jamf)
- Microsoft 365 / Office 365 suite
- Microsoft Teams and collaboration tools (e.g., Mural, Surface Hubs, MTRs)
- Familiarity with Help Desk ticketing systems and support software (e.g., ServiceNow).
- Understanding of ITIL principles and practices.
- Working knowledge of LAN/WAN networking.
- Excellent communication and interpersonal skills.
- Ability to work independently and collaboratively in a team.
- Technical aptitude with a growth mindset and eagerness to learn.
- Customer-focused, with a commitment to providing courteous and efficient service.
- Experience providing both in-person and remote deskside support.