Service Desk Analyst

Essential Duties And Responsibilities

• Provide end user support via phone, email, and chat to support business users get back to functioning smoothly
• Utilize Service Desk software to log, maintain and close tickets as required
• Technical understanding and ability to resolve issues with laptop / desktop / Citrix end user platforms
• Technical understanding and ability to resolve issues with desktop software, Outlook, Microsoft business software, Adobe, internet browser support, etc.
• Follow prescribed service processes and procedures to successfully handle customer interactions
• Work within service levels established by the IT Service Desk
• Maintain Service Desk knowledge base to provide up to date information for all Service Desk Analysts
• Escalate issues as they arise to management for support
• Work cooperatively and collaboratively with other team members

Skills / Experience Requirements

Education Requirements

Special Requirements

Communications – Excellent written and oral English communication skills, a good listener with a team player attitude, problem solving, negotiation, issue management, and mediation skills.

Overall – Ability to work in fast-paced environment while being self-motivated, pleasantly aggressive, assertive, realistically ambitious with high personal ethics. Develop a professional relationship with co-workers and end-users with a positive influence. Have the discipline to follow established methodology while seeking ways to improve the process.

Skills Required

Adobe, Outlook, Citrix