Job Description

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.

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