IT Service Desk Analyst

This is a fully remote position, open to applicants in United States.

📋 Description

• Act as the primary point of contact for customers seeking technical support via phone or email.

• Conduct remote troubleshooting using diagnostic methods and relevant inquiries.

• Assess the best resolution based on the issues and information provided by customers.

• Guide the customer through the problem-solving steps.

• Forward unresolved matters to the next level of support staff.

• Supply precise information regarding IT products or services.

• Document occurrences and issues along with their resolutions in logs.

• Follow up and update the customer's status and information.

• Relay any feedback or suggestions from customers to the suitable internal team.

• Recognize and propose potential enhancements to procedures.

⛳️ Requirements

• An associate degree in Information Technology or equivalent practical experience.

• Familiarity with TCP/IP, DNS, WINS, and DHCP.

• Understanding of MS Active Directory.

• Knowledge of network cabling standards and network room setups.

• Tech-savvy, with hands-on experience with office automation products, databases, and remote access tools.

• Strong grasp of computer systems, mobile devices, and other technological products.

• Outstanding judgment, analytical thinking, and interpersonal abilities.

• Capacity to escalate issues and involve additional resources as necessary to meet SLA's and business needs.

• Highly organized and resourceful, with the ability to develop and maintain systems to optimize knowledge and information access.

• Ability to regularly show respect and tolerance for individuals with varying levels of knowledge and skills.

• Exceptional capability to function effectively as a team player.

• Skill in training, explaining, and sharing knowledge with others.

• Professional handling of sensitive, proprietary data and information while ensuring confidentiality.

• Able to operate within the established policies, procedures, and practices set by the organization.

• Proficient in English to provide and receive instructions and directions.

🏝️ Benefits

• Opportunities for evening and weekend activities as needed.

• Adherence to organizational policies, procedures, performance improvement initiatives, and maintenance of confidentiality standards in line with industry regulations.

• Enhance skills through participation in relevant training and conducting research.