IT Service Desk Analyst
Core
First-line IT support analyst providing technical assistance, incident resolution, and user onboarding/offboarding for employees.
Role type
IT Service Desk Analyst
Builds
IT support services and user productivity
Domain
Corporate IT / End-user support
Deliverable
production ML models | product features | dashboards & analysis | research | client delivery | infrastructure | physical/clinical work
Required skills
Incident management, ticket logging and prioritization, troubleshooting Windows 10/11, Office 365, Active Directory, iOS devices, user onboarding and offboarding, change management adherence, SLA management, device lifecycle management
Preferred skills
Customer service mindset, relationship building, independent work, continuous learning
Technologies
Windows 10/11, Office 365, Active Directory, iOS, IT Service Management systems
Responsibilities
Act as first point of contact for IT incidents and service requests, troubleshoot and resolve issues across Microsoft platforms, assist with employee onboarding and offboarding, support end-user device lifecycle activities, log and manage tickets within the IT Service Management system, escalate complex issues to higher-tier support, monitor recurring issues to improve service delivery, ensure adherence to Change Management processes and IT policies
Seniority
Mid-level, hands-on IC