Analyst - Service Desk 5B
Core
Level 1 IT support specialist responsible for troubleshooting, resolving, and documenting incoming technical incidents for end-users.
Role type
Junior IT Service Desk Analyst
Builds
IT service stability and user productivity
Domain
IT Operations / Service Management
Deliverable
client delivery
Required skills
Incident management, Knowledge base documentation, Hardware troubleshooting, Software troubleshooting, System installation and configuration, System monitoring, Security compliance, User training, Multi-tasking, Critical incident response
Preferred skills
Agile Methodology, Business Continuity Planning, Design Thinking, Mac OS Support
Technologies
ServiceNow, Knowledge Management Tools, Mac OS
Responsibilities
Provide technical assistance and support for incoming queries and issues; 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
Junior, hands-on IC
