IT Service Desk Analyst
Core
Provide IT support to end-users via phone and email, resolving incidents and service requests while maintaining high user satisfaction.
Role type
IT Service Desk Analyst
Builds
IT service stability and user productivity for a nationwide network of hospitals and clinics
Domain
Healthcare IT
Deliverable
client delivery
Required skills
Windows 10/11 support, Microsoft 365 administration, Active Directory management, basic network troubleshooting, ITSM tool usage (ServiceNow, Freshdesk), incident management, SLA adherence
Preferred skills
Knowledgebase development, technical to non-technical translation
Technologies
Windows 10, Windows 11, Microsoft 365, Active Directory, ServiceNow, Freshdesk
Responsibilities
Respond to end-user incidents and service requests within defined SLAs, escalate issues when necessary, maintain and expand the service desk knowledgebase
Seniority
Mid-level, hands-on IC
