A service desk analyst serves as the initial point of contact for users seeking technical support, providing assistance for hardware, software, and network issues. Their responsibilities include responding to support requests via phone, email, or chat, accurately logging issues into ticketing systems, and escalating unresolved problems to higher support tiers. Key skills for this role are strong technical knowledge, effective communication, problem-solving abilities, and customer service focus.
Key Responsibilities
- First-Level Technical Support:
Act as the initial contact to resolve technical issues related to computer hardware, software, networks, and operating systems.
- Request Management:
Handle incoming support requests from users through various channels, including calls, emails, and online chats.
- Issue Logging and Documentation:
Accurately log all support requests and technical issues into a service desk ticketing system.
- Escalation:
Escalate issues that cannot be resolved at the first level to the appropriate IT department or specialized team.
- Knowledge Base Contribution:
Update and expand the organization's knowledge base by contributing to process documents and FAQs for end-users.
- System Maintenance:
Perform basic system installations, upgrades, and maintenance tasks to prevent service outages.
- Customer Follow-up:
Follow up with users on their ticket status and ensure their issues are resolved to their satisfaction.
- Process Improvement:
Identify opportunities to suggest improvements in existing IT processes and procedures.
Shifts:
Comfortable working in Night shifts and Rotational shifts.