IT Service Desk Analyst

We are seeking an experienced IT Service Desk Analyst to join our team and provide top-tier technical support to end-users. As an IT Service Desk Analyst, you will be responsible for troubleshooting a wide range of technical issues related to Windows desktop OS, proprietary software, virtual desktops, mobile OS, printers, and other IT systems or hardware. You will play a crucial role in ensuring smooth operations by resolving IT concerns promptly, managing service interruptions, and escalating complex issues to the appropriate stakeholders.

Key Responsibilities:

• Provide remote and in-office technical support to end-users via email, phone, and direct interaction.
• Troubleshoot and resolve technical issues related to desktops, laptops, mobile devices, software, printers, and virtual desktop infrastructure (VDI).
• Record, categorize, and affirm user requests, ensuring proper tracking for further resolution.
• Test and analyze IT system and software performance to identify and address potential issues.
• Prioritize and resolve incoming IT queries, ensuring minimal disruption to business operations.
• Perform system installations, updates, and maintenance procedures to avoid service interruptions.
• Escalate critical or complex issues to relevant stakeholders for further action.
• Ensure service desk meets agreed-upon service levels and respond to IT service requests within defined timeframes.
• Monitor and report on key performance indicators (KPIs), including first call resolution (FCR), average handle time (AHT), and customer satisfaction rate (CSAT).
• Collaborate with cross-functional teams to improve IT processes and resolve recurring issues.

Key Requirements:

• 2 to 4 years of hands-on experience in an IT support or service desk role.
• Strong knowledge of IT systems, hardware, and software troubleshooting, with expertise in Windows desktop OS and mobile platforms.
• Familiarity with CRM tools and task management software.
• Understanding of Service Level Agreements (SLA) and Key Performance Indicators (KPI), with the ability to meet and exceed service targets.
• Excellent analytical, problem-solving, and communication skills.
• Strong customer service skills and the ability to maintain positive relationships with users.
• Bachelors degree in Computer Science, Information Systems, or a related field is preferred.