Service Desk Analyst
Jade Global
Service Desk Analyst
Key Responsibilities: Receive and log incoming support requests, accurately identifying the nature of the issue and prioritizing based on severity. Diagnose technical problems with computer hardware, software, network connectivity, and applications through questioning and analysis. Provide solutions to common issues by offering guidance, performing basic configuration changes, or applying known workarounds. Identify complex issues beyond their expertise and escalate to appropriate technical teams for further support. Maintain detailed records of incidents, resolutions, and user interactions within the ticketing system. Contribute to and utilize the knowledge base by documenting solutions to frequently encountered problems. Identify trends and patterns in support requests to proactively address potential issues and suggest improvements.
Required Skills: Bachelor's degree in computer science, information systems, or similar. At least 2 to 3 years of experience in the IT industry. Strong understanding of operating systems, network protocols, common applications, and hardware troubleshooting. Excellent communication skills - ability to clearly explain technical concepts to non-technical users and effectively communicate with customers via phone and email. Problem-solving skills - analytical approach to identify root causes of issues and develop effective solutions. Commitment to providing a positive user experience and maintaining a professional demeanor. Accurate documentation of issues and resolutions within the ticketing system.