Analyst - Service Desk 5B
Core
Provide Level 1 technical support, troubleshoot hardware/software issues, and manage incidents from creation to closure for enterprise clients.
Role type
Level 1 IT Service Desk Analyst
Builds
IT support services and incident resolution workflows
Domain
IT Services / Enterprise Support
Deliverable
client delivery
Required skills
Incident Management, Knowledge Management, Hardware Troubleshooting, Software Installation, System Upgrades, Network Monitoring, Security Compliance, User Training, Multitasking, Critical Event Response
Preferred skills
Agile Methodology, Business Continuity Planning, Design Thinking, Collaboration Tools, Field Support, Mac OS Support
Technologies
ServiceNow, Knowledge Management Tools, Mac OS
Responsibilities
Comprehend and resolve incoming technical queries; search and document issues in the Knowledge Management Repository; troubleshoot software and hardware problems; install and configure systems; monitor and maintain computer systems and networks; ensure system security and privacy; provide timely technical support and user training.
Seniority
Individual Contributor, Entry to Mid-level
