Service Desk Support Analyst

Role Overview: A Service Desk Support Analyst is a key member of the Service Desk team, responsible for providing technical assistance and support to end-users, analyzing and categorizing incoming incidents and service requests, and ensuring timely resolution and customer satisfaction.

Key Responsibilities:

1. Incident Management:
   • Serve as the initial point of contact for end-users seeking technical assistance or reporting IT-related issues.
   • Log, categorize, prioritize, and assign incidents and service requests in the IT service management (ITSM) system.
   • Gather relevant information from users to diagnose and troubleshoot technical problems and provide initial support and resolution.
2. Service Request Fulfillment:
   • Process and fulfill service requests from end-users, such as software installations, account creations, and access requests.
   • Follow established procedures and workflows to ensure accurate and timely delivery of requested services and resources.
   • Coordinate with other IT teams and departments to fulfill service requests that require additional expertise or resources.
3. Technical Support:
   • Provide technical support and assistance to end-users for resolving hardware, software, network, and other IT-related issues.
   • Troubleshoot and resolve common technical problems, escalating complex or unresolved issues to higher-level support teams as necessary.
   • Guide users through troubleshooting steps, provide instructions, and offer solutions to resolve technical issues remotely or onsite.
4. Documentation and Knowledge Management:
   • Document incident details, troubleshooting steps, and resolutions accurately and comprehensively in the ITSM system.
   • Update and maintain knowledge base articles, FAQs, and self-help guides to facilitate user self-service and improve support efficiency.
   • Contribute to the continuous improvement of support processes, workflows, and documentation based on user feedback and lessons learned.
5. Customer Service and Communication:
   • Provide excellent customer service and communication to end-users throughout the incident resolution process.
   • Communicate with users proactively to provide status updates, gather additional information, and ensure customer satisfaction.
   • Manage user expectations, set realistic timelines for issue resolution, and follow up with users to confirm problem resolution and address any remaining concerns.

Qualifications and Skills:

• Bachelor's degree in Computer Science, Information Technology, or related field (or equivalent experience).
• Proven experience in a service desk or technical support role, with a strong focus on incident management and customer service.
• Technical proficiency in troubleshooting hardware, software, networking, and other IT-related issues.
• Familiarity with IT service management (ITSM) frameworks and tools, such as ITIL and ServiceNow.
• Excellent communication and interpersonal skills, with the ability to communicate technical information to non-technical users effectively.
• Strong problem-solving and analytical skills, with attention to detail and a methodical approach to issue resolution.
• Ability to work independently and collaboratively in a fast-paced environment, with a focus on delivering high-quality support services to end-users.