Analyst - Service Desk 5B
Core
Level 1 IT support providing technical assistance, troubleshooting, and system maintenance for incoming queries and issues.
Role type
Level 1 Service Desk Analyst
Builds
IT service desk operations and incident resolution
Domain
IT Service Management / Hardware & Software Support
Deliverable
client delivery
Required skills
Troubleshooting, System Configuration, Knowledge Management, Incident Ownership, Technical Support, Hardware Support, Software Installation, Network Monitoring, Security Protocols, User Training
Preferred skills
Agile Methodology, Business Continuity Planning, Design Thinking, Collaboration Tools, Field Support, Mac OS Support
Technologies
ServiceNow, Knowledge Management Tools, Mac OS
Responsibilities
Troubleshoot software and hardware problems; Install and configure software and hardware; Perform system upgrades; Monitor and maintain computer systems and networks; Ensure security and privacy of systems and networks; Offer timely technical support and teach users how to utilize systems effectively.
Seniority
Individual Contributor, Entry to Mid-level