Service Desk Analyst

• Receive and log incoming support requests, accurately identifying the nature of the issue and prioritizing based on severity.
• Diagnose technical problems with computer hardware, software, network connectivity, and applications through questioning and analysis.
• Provide solutions to common issues by offering guidance, performing basic configuration changes, or applying known workarounds.
• Identify complex issues beyond their expertise and escalate to appropriate technical teams for further support.
• Maintain detailed records of incidents, resolutions, and user interactions within the ticketing system.
• Contribute to and utilize the knowledge base by documenting solutions to frequently encountered problems.
• Identify trends and patterns in support requests to proactively address potential issues and suggest improvements.

Required Skills:

• Bachelors degree in computer science, information systems, or similar.
• At least 2 to 3 years of experience in the IT industry.
• Strong understanding of operating systems, network protocols, common applications, and hardware troubleshooting.
• Excellent Communication Skills - Ability to clearly explain technical concepts to non-technical users and effectively communicate with customers via phone and email.
• Problem-solving Skills-Analytical approach to identify root causes of issues and develop effective solutions.
• Commitment to providing a positive user experience and maintaining a professional demeanor.
• Accurate documentation of issues and resolutions within the ticketing system.