Service Desk Analyst

Job Description

Key Responsibilities:

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• Provide Level 1 technical support for end users

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• Escalate more complex issues as needed

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• Learn and adapt quickly in a fast-paced environment

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Qualifications:

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• Strong interest in IT and willingness to learn

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• Excellent communication and problem-solving skills

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• Deliver strong customer service while maintaining professionalism on calls; effectively identify root issues and route/escalate requests to the appropriate teams for resolution

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• Technical experience is a plus, but not required

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Expectations:

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• Answer inbound calls, emails, and tickets to provide first-level technical support

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• Create, document, and track incidents and service requests in a ticketing system

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• Troubleshoot basic hardware, software, and login/access issues

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• Provide timely updates to users and ensure a positive customer experience

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• Escalate unresolved or complex issues to the appropriate teams

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• Follow established processes, SLAs, and documentation standards

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• Reset passwords and manage basic user account requests

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• Assist with onboarding/offboarding tasks (account setup, equipment coordination)

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• Maintain accurate records of issues, resolutions, and troubleshooting steps

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• Prioritize and manage multiple requests in a fast-paced environment

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