Service Desk Analyst
Core
Provide first and second-level support for IT systems, applications, devices, and services as the first point of contact for end users.
Role type
Level 2 Service Desk Analyst
Builds
Critical technology services for a large and diverse technology environment
Domain
IT Service Management / Enterprise IT Support
Required skills
Active Directory administration, hardware troubleshooting, software troubleshooting, mobile device support (Android/iOS), ITSM platform management, SLA adherence
Preferred skills
ITIL processes knowledge, project deployment support, knowledge-sharing contributions
Technologies
Microsoft technologies, Active Directory, ITSM platforms, Android, iOS
Responsibilities
Troubleshoot and resolve hardware, software, and user access issues; Manage user accounts and permissions; Support mobile devices; Maintain accurate ticketing and asset management records; Contribute to service improvement initiatives
Seniority
Mid-level, hands-on IC