Service Desk Analyst
Core
First-level IT support analyst providing remote troubleshooting and customer service via phone, email, and live chat.
Role type
Service Desk Analyst (Level 1 Support)
Builds
IT service management workflows and knowledge base articles
Domain
IT Support / Helpdesk
Deliverable
client delivery
Required skills
remote troubleshooting, ticket management, diagnostic techniques, knowledge base creation, hardware support, networking, Microsoft Office 365 administration, Azure administration
Preferred skills
NV1 Security Clearance, degree in IT/Computer Science or Certificate IV
Technologies
ServiceNow, BIKI, Windows 10/11, Office 365, Exchange, Azure, Citrix, Cisco, HP
Responsibilities
deliver first-level customer support via phone/email/chat, log and manage tickets in ServiceNow, perform remote troubleshooting and diagnostics, escalate issues when unresolved, create and update knowledge articles, provide hardware and network support
Seniority
Junior to Mid-level, hands-on IC
