Service Desk Analyst

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.