Service desk Analyst

Our Analysts are a valued member of the Managed Services team providing daily system support for desktop hardware, operating systems and applications, installation, and modifications. Analysts troubleshoot system and end user problems, act as the primary contact for customers for monitoring and job scheduling of the customer environment, manage user accounts, perform limited desktop maintenance, research, and develop effective and logical solutions considering operational policies and information assurance requirements.

Responsibilities :

• Identify and diagnose issues and problems.
• Categorize and record reported queries and provide solutions.
• Advise users on appropriate course of action.
• Monitor issues from start to resolution.
• Escalate, if needed, unresolved issues to a higher level of support.
• Receives and handles issues and requests for service, following agreed procedures.
• Promptly allocates calls as appropriate.
• Logs issues and service requests and maintains relevant records.

Skill & Experience :

Additional Requirements :

Skills Required

Microsoft 365, Windows Server, Microsoft Azure, Windows 10, Virtualization