IT Service Desk Analyst

Job Summary:

An IT Service Desk Analyst serves as the first point of contact for technical support within an organization, providing efficient and professional assistance to resolve IT-related issues. This role involves responding to and managing service requests, troubleshooting hardware, software, and network problems, and ensuring that incidents are resolved promptly or escalated to the appropriate teams.

Job Responsibilities:

• Handle incoming support requests via ticketing systems, phone, and other communication channels.
• Perform initial triage, troubleshooting and resolution of basic to intermediate IT issues.
• Manage user onboarding and IT-related requests.
• Escalate complex cases to higher-level engineers.
• Conduct system testing, updates, audits, and maintain accurate documentation.
• Perform routine system checks and report any irregularities.
• Assist in maintaining an inventory of IT assets and ensuring system security compliance.
• Recommend process improvements to enhance service desk efficiency and user satisfaction.

Job Requirements:

• Graduate of Bachelor's Degree in Information Technology, Computer Science or any related field.
• Strong technical Skills in workstation operating systems and business IT infrastructure.
• At least 2-3 years work experience in the related field.
• Knowledgeable in networking fundamentals, Microsoft 365, Microsoft Azure and Security Basics.
• Excellent communication skills and customer service abilities for frequent interaction with U.S Based clients.
• Team player; willingness to learn and take on advanced responsibilities.
• Can start immediately.