Service Desk Analyst
Core
Providing first-line IT support for enterprise clients via phone, email, and chat, resolving issues across hardware, software, and network environments.
Role type
Service Desk Analyst
Builds
IT support services for medium to large-scale enterprises
Domain
IT Services / Managed Services
Deliverable
client delivery
Required skills
O365 troubleshooting, Windows 7 & 10 support, ServiceNow ticketing, hardware configuration, Microsoft Office troubleshooting, ITIL framework knowledge, shift work adaptability
Preferred skills
Experience with VPN, Skype, Active Directory, MFDs, mobile devices, Outlook permissions
Technologies
O365, Windows 7, Windows 10, ServiceNow, Active Directory, Outlook, MFDs
Responsibilities
Troubleshoot hardware and software issues, log and resolve tickets in ServiceNow, assist with OS and Office configuration, handle customer inquiries via phone/email/chat, work rotating shifts including weekends
Seniority
Mid-level, hands-on IC