- Pengalaman
- 1–4 tahun
- Gaji
- —
- Lowongan
- 1
- Diposting
- 4 jam yang lalu
- Mode kerja
- Bekerja dari rumah
- Pendidikan
- Associate's or Bachelor's degree in IT or related field
- Melanjutkan
- Wajib mendaftar
Deskripsi pekerjaan
Job Overview
We seek a technically adept, user-oriented Service Desk Analyst to deliver first-level IT assistance in a fully remote setting. This role involves diagnosing and resolving technical problems, addressing service requests, and supporting smooth daily IT operations while offering outstanding customer support.
Primary Duties
- Act as the initial contact point for IT support inquiries via phone, email, chat, or support ticket platforms.
- Document, categorize, prioritize, and address incidents promptly within specified SLA timeframes.
- Troubleshoot hardware, software, operating systems, network, and application issues.
- Handle user account procedures such as password resets, account provisioning, and software installations.
- Escalate complex or unresolved technical problems to higher-level support tiers (Level 2/3).
- Keep comprehensive records of incidents, resolutions, and support operations.
- Develop and maintain knowledge base content and support guidelines.
- Support system updates, patching, and routine maintenance tasks.
- Identify repetitive issues and suggest improvements to processes or systems.
- Ensure adherence to organizational IT policies, security standards, and best practices.
Qualifications and Skills
- Associate’s or Bachelor’s degree in IT, Computer Science, or equivalent experience.
- Between 1 and 4 years of experience in IT support, help desk, or service desk functions.
- Proficient understanding of Windows, macOS, Linux, networking, VPNs, and troubleshooting techniques.
- Familiar with ticketing tools such as ServiceNow, Jira Service Management, Zendesk, or Freshdesk.
- Knowledge of Microsoft 365, Google Workspace, Active Directory, and remote desktop software.
- Basic awareness of cloud computing services and enterprise software.
- Strong analytical capabilities and effective problem-solving mindset.
- Excellent communication and commitment to customer service.
- Capable of working autonomously in a remote environment.
Desirable Additional Qualifications
- Certifications like ITIL, CompTIA A+, Network+, Microsoft certifications, or equivalents.
- Experience providing support for SaaS or enterprise-level systems.
- Basic cybersecurity knowledge, including endpoint protection.
- Familiarity with cloud platforms such as AWS, Azure, or Google Cloud.
- Experience working in shift-based or 24/7 support settings.