Service Desk Analyst – Ops Support

The IT Service Desk Analyst acts as the first point of contact for technical support within the organization. This role is responsible for providing timely and effective support to internal users for hardware, software, network, and system-related issues. The analyst will troubleshoot problems, elevate when necessary, and ensure high levels of customer satisfaction.

Key Responsibilities

• Serve as the first point of contact for users seeking technical assistance via the service portal.
• Troubleshoot and resolve basic to intermediate hardware, software, and network issues.
• Record and track all incidents and service requests using the IT service management tool.
• Escalate complex or unresolved issues to appropriate support teams in a timely manner.
• Assist in onboarding/offboarding users, including setting up workstations, email accounts, and access permissions.
• Follow standard operating procedures and contribute ...