Overview The IT Support / Service Desk Analyst is responsible for providing first-line technical support to end users, ensuring timely resolution of IT incidents and service requests. The role involves troubleshooting hardware, software, network, and system issues while maintaining high levels of customer service and adherence to IT service management processes.
Responsibilities - Act as the first point of contact for IT support via phone, email, chat, or ticketing system
- Log, categorize, prioritize, and manage incidents and service requests in the ITSM tool
- Diagnose and resolve hardware, software, and network issues (Windows/macOS, printers, mobile devices, etc.)
- Escalate complex issues to Level 2/3 support teams when required
- Provide support for user account management (Active Directory, email accounts, password resets, access rights)
- Monitor and track incident progress to ensure SLA compliance
- Install, ...