Service Desk Analyst
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Job Description
Service Desk Analyst providing first-line technical support to our managed services customers. Thriving in a fast-paced environment, resolving issues via phone, email, and self-service channels.
Responsibilities:
- Provide first-line support via phone, email, and self-service channels
- Take ownership of incidents and service requests from start to resolution
- Troubleshoot issues across Windows, MS Office, Active Directory, and mobile devices
- Escalate complex issues while keeping users updated
- Log and manage tickets through ITSM tools and maintain accurate documentation
Requirements:
- Experience in a Service Desk or MSP environment
- Strong customer service and communication skills
- Knowledge of Windows 10+, Active Directory, and remote support tools
- ITIL Foundation (v3 or above) preferred
Benefits:
- expert coaching & mentorship
- ongoing training
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