Service Desk Analyst

Role Overview

This part-time remote position involves serving as a frontline technical support specialist addressing queries from internal users and stakeholders. Daily responsibilities include managing incoming service desk tickets and help desk requests, analyzing and resolving issues related to hardware, software, and network connectivity, and logging all problem resolutions and incident information into the ticketing system.

Complex problems needing advanced support are escalated appropriately. The role requires adherence to established IT procedures and service level standards. Collaborating with other IT professionals and effectively communicating technical information to users in an accessible manner are essential.

Qualifications

• Experience in service desk and help desk support for handling user inquiries and incidents efficiently.
• Proficient in diagnosing and troubleshooting hardware, software, and network problems.
• Strong foundational knowledge of information technology encompassing operating systems, common applications, and basic networking.
• Excellent written and verbal communication skills aimed at simplifying technical explanations for end-users.
• Ability to manage time and organize tasks effectively, prioritizing multiple tickets in a remote and part-time work environment.
• Familiarity with IT ticketing or service management software is advantageous.
• Additional certifications or academic background in IT support, computer science, or related disciplines are beneficial.