Service Desk Analyst

Job Description

As a Service Desk Analyst at Top Tech Solutions, you will be the first line of support for our users, aiding in issue resolution and providing a high standard of service. We seek someone with strong communication skills and a knack for problem-solving who thrives in a fast-paced environment.

Responsibilities

• Deliver exceptional customer service and maintain a positive user experience.
• Log and prioritize service tickets in line with departmental processes.
• Provide timely updates to users regarding service request status.
• Assist in onboarding new employees with IT systems and resources.
• Participate in team meetings and contribute to process improvement initiatives.
• Analyze service desk trends and suggesting solutions for efficiency.
• Work with third-party vendors when required to resolve complex issues.

Requirements

Education

• Relevant IT certifications will be advantages
• Bachelor's degree in Computer Science is preferred

Experience

• 3+ years of experience in a technical support/service desk role

Technical Skills

• Microsoft Office Suite
• Remote Support Tools

Soft Skills

• Attention to Detail
• Teamwork

Certifications

• Cisco Certified Network Associate (CCNA)
• Microsoft Certified: Azure Fundamentals

Languages

• English: Fluent

Advantageous

• Experience with Microsoft Azure: Experience in working with cloud-based environments.
• Knowledge of IT security principles: Understanding of cybersecurity best practices.

Benefits

• Comprehensive healthcare package
• Paid time off for illness and vacations
• Flexible hours and remote work options after training period
• Access to professional development resources

Company Culture

• Diversity: We are committed to fostering a diverse and inclusive workplace.
• Continuous Learning: We invest in our employees' growth through training and mentorship programs.
• Respect: We believe in maintaining a respectful environment for everyone.