Service Desk Engineer

Service Desk Analyst

Job Summary
The Service Desk Analyst is responsible for providing advanced technical support to end-users, resolving complex hardware, software, networking, and IT system issues. Serving as the escalation point for the Tier 1 support team, this role requires strong problem-solving abilities, a deep technical understanding, and excellent communication skills to ensure the timely resolution of incidents and service requests.

Key Responsibilities

• Provide Tier II support for complex technical issues escalated from Tier 1 or other sources, including troubleshooting hardware, software, networking, and IT systems.
• Resolve advanced technical problems related to Windows desktop OS, MS Office, mobile devices, printers, and network connectivity.
• Collaborate with cross-functional IT teams to address escalated incidents or service requests and implement appropriate solutions.
• Monitor, follow up, and ensure the timely resolution of open tickets, meeting SLAs and maintaining high service quality standards.
• Document troubleshooting steps and solutions in the ticketing system, contributing to the knowledge base for future reference.
• Conduct root cause analysis for recurring incidents and provide recommendations for process improvements and preventive measures.
• Mentor and assist Tier 1 analysts in developing their technical skills, providing guidance and support as needed.
• Continuously stay up-to-date with emerging technologies, system updates, and IT best practices through ongoing learning and professional development.

Qualifications

• Education:

  • High school diploma or equivalent required; Bachelor s degree in IT or a related field preferred.

• Experience:

  • 5+ years of experience in a technical support or IT service desk role, with experience handling escalated issues.
  • Advanced troubleshooting and problem-solving skills.
  • Strong knowledge of IT systems, networks, and hardware configurations.
  • Experience with service desk ticketing systems.

• Skills:

  • Excellent verbal and written communication skills.
  • Ability to prioritize and manage multiple tasks effectively in a fast-paced environment.