IT Helpdesk Analyst

Job Summary:
An IT Service Desk Analyst provides first-line technical support to employees, customers, or end users. They diagnose and resolve hardware, software, network, and system issues, ensuring minimal disruption to business operations. The role involves troubleshooting, incident management, user support, and maintaining high levels of customer service.

Key Responsibilities

• Provide first-level technical support via phone, email, chat, or ticketing systems.
• Log, prioritize, and track incidents and service requests.
• Troubleshoot hardware, software, operating system, and network issues.
• Escalate complex technical problems to higher-level support teams when necessary.
• Install, configure, and maintain desktops, laptops, printers, mobile devices, and software applications.
• Manage user accounts, passwords, and access permissions.
• Monitor and follow up on open tickets to ensure timely resolution.
• Maintain accurate documentation of incidents, solutions, and procedures.
• Assist with onboarding and offboarding of employees, including account setup and equipment allocation.
• Ensure compliance with IT policies, security standards, and service-level agreements (SLAs).

Required Skills & Qualifications

• Bachelor''''s degree or diploma in Information Technology, Computer Science, or related field (preferred).
• Experience in technical support, help desk, or service desk environments.
• Knowledge of:
  • Windows and/or macOS operating systems
  • Microsoft 365 applications
  • Active Directory and user account management
  • Networking fundamentals (TCP/IP, DNS, DHCP, VPN)
  • IT ticketing systems and ITSM tools
• Strong troubleshooting and problem-solving abilities.
• Excellent communication and customer service skills.
• Ability to work under pressure and manage multiple tasks simultaneously.