Analyst - Service Desk 5B
Core
Provide Level 1 technical support and resolve incoming IT incidents for global enterprises.
Role type
Level 1 IT Service Desk Analyst
Builds
IT service stability and user productivity
Domain
IT Service Management / Enterprise Support
Deliverable
client delivery
Required skills
Incident management, Knowledge base management, Hardware troubleshooting, Software troubleshooting, System installation and configuration, System monitoring, Security compliance, User training, Multitasking, Critical incident response
Preferred skills
Agile Methodology, Business Continuity Planning, Design Thinking, Mac OS Support
Technologies
ServiceNow, Knowledge Management Tools, Mac OS
Responsibilities
Comprehend issues and search knowledge bases, Document new issues and solutions, 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, Offer timely technical support and train users
Seniority
Individual Contributor, Entry to Mid-level
