Service Desk Analyst

Job Summary :

The Service Desk Analyst is the first point of contact for end users seeking technical assistance. This role is responsible for providing prompt support, troubleshooting issues, and ensuring incidents and service requests are resolved efficiently to minimize disruption to business operations.

Key Responsibilities :

• Provide first-level technical support to users via phone, email, or ticketing system
• Log, track, and manage incidents and service requests using ITSM tools
• Troubleshoot hardware, software, network, and application issues
• Escalate unresolved problems to the appropriate support teams
• Follow standard operating procedures for incident resolution and service request fulfillment
• Install, configure, and support desktop applications and operating systems
• Assist with user account management, password resets, and access control
• Maintain detailed documentation of problems and resolutions
• Monitor ticket queues and ensure SLAs are met
• Deliver excellent customer service and maintain professionalism in all interactions

Required Skills and Qualifications :

Preferred Qualifications :

Skills Required

Technical Support, Service Desk, Windows Os, Mac Os, Microsoft Office, Troubleshooting, ticketing systems