Service Desk Analyst
Core
Provide first and second level administrative and technical support for hardware, software, IP telephony, connectivity, security, and servers.
Role type
Service Desk Analyst
Builds
IT support services for global users
Domain
IT Operations / Energy
Deliverable
dashboards & analysis
Required skills
Incident diagnosis, ticket logging, escalation, customer communication, knowledge base updates, IT policy compliance, task prioritization, hand-over procedures, quality control audits, system administration
Preferred skills
ServiceNow, Power Platform, ITIL v4
Technologies
Windows OS, Microsoft 365, Teams, SharePoint, SimpleHelp, InterACT
Responsibilities
Provide first line investigation and diagnosis for incidents, resolve and close incidents and service requests, escalate unresolved incidents, log incident and service request details, communicate with customers regarding incident progress, update the Knowledge Base, mentor junior team members, perform post-resolution follow-up, complete daily hand-over, perform quality control audits, perform SimpleHelp administration tasks, contribute to testing of new software versions
Seniority
Junior to Mid-level, hands-on IC