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 IT Service Desk Analyst
Builds
IT service desk operations and incident resolution
Domain
IT Services / Service Desk
Deliverable
client delivery
Required skills
Troubleshooting, System Configuration, Incident Management, Knowledge Management, Customer Service, Technical Support, Hardware/Software Installation, System Monitoring, Security Compliance, 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
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; Document and add new issues/solutions to Knowledge Management Repository; Take full ownership of the Incident from Creation to Closure.
Seniority
Entry-level / Junior