Service Desk Analyst

Job Description

Join our dynamic team as a Service Desk Analyst, where you will assist with various IT challenges faced by our clients. Your role will involve troubleshooting software and hardware issues, ensuring a seamless technical experience, and contributing to service improvement initiatives.

Responsibilities

• Serve as the primary point of contact for service desk inquiries.
• Swiftly resolve hardware and software issues reported by users.
• Conduct root cause analysis to eliminate recurring problems.
• Implement feedback from clients to improve service delivery.
• Assist in creating user guides and how-to documents.
• Provide technical guidance to less experienced team members.
• Facilitate trainings on new systems and software features.
• Engage with customers to ensure they receive timely support.

Requirements

Education

• Diploma or Certificate in IT Support
• CompTIA A+, N+, or similar certification is an advantage

Experience

• 2+ years of IT support experience or related fields.

Technical Skills

• Linux OS
• Virtualization Technologies

Soft Skills

• Adaptability
• Teamwork

Certifications

• ITIL Foundation Certification

Languages

• English: Fluent

Advantageous

• Familiarity with IT service management frameworks: Experience following ITIL practices for IT service management.
• Customer support experience in a technical environment: Prior experience working in a customer-facing tech support role is beneficial.

Benefits

• Health, dental, and vision benefits.
• Competitive salary with year-end bonus potential.
• Flexible schedule with remote work options.
• Employee assistance programs for personal support.

Company Culture

• Innovation: We encourage innovative thinking and creativity in solving problems for our clients.
• Work-life Balance: Promoting a healthy work-life balance is a priority for our company.
• Employee Well-being: We offer a range of wellness programs and benefits for our staff's personal growth.