IT Service Desk Analyst

📋 Description

• Deliver first-level technical assistance to end users.

• Diagnose and resolve fundamental hardware, software, and access-related challenges.

• Forward unresolved issues to the relevant support teams.

• Accurately track, document, and manage incidents.

• Assist users through troubleshooting procedures and resolution of issues.

• Follow up with users to confirm that issues are completely resolved.

• Uphold high standards of customer service.

• Facilitate ticket documentation, routing, and closure processes.

• Suggest improvements to processes when suitable.

• Stay informed about Service Desk protocols, systems, and tools.

⛳️ Requirements

• High school diploma or its equivalent.

• At least 2 years of experience in an IT Support, Help Desk, or End User Services setting.

• Proficiency in supporting Windows environments and assisting end users.

• Strong skills in troubleshooting and problem resolution.

• Exceptional written and verbal communication skills in English.

• Capability to multitask and prioritize effectively in a fast-paced environment.

• Ability to maintain professionalism and a customer-centric approach under pressure.

• Comfortable working both independently and collaboratively within a team.

🏝️ Benefits

• Comprehensive health insurance package.

• Opportunities for professional development and career advancement.

• Flexible working hours and remote work options.

• Generous paid time off and holiday leave.

• A supportive and inclusive company culture.