IT Service Desk Analyst
Core
First-touch IT support handling calls, tickets, hardware repairs, and user account management to resolve technology issues for customers within SLAs.
Role type
IT Service Desk Analyst
Builds
Resolved IT incidents and maintained user access across computing equipment, peripherals, and network services.
Domain
IT Support / Helpdesk
Deliverable
client delivery
Required skills
Hardware troubleshooting and repair, User account management (Active Directory), Network and printer troubleshooting, Ticketing system management, Office 365 support, ITIL practices, Phone system support
Preferred skills
Experience in high-growth environments, Exceptional attention to detail
Technologies
Freshworks, Office 365, Windows Server, Active Directory, Pure Cloud
Responsibilities
Answer calls within specified periods, Provide first-class service to resolution within SLAs, Document and maintain accurate support records, Assist in investigating and resolving hardware problems, Carry out user account management activities, Troubleshoot network and printer issues, Provide remote and on-site support
