Required Skills & Experience
• Proven experience in IT helpdesk support (Tier 1 or Tier 2).
• Familiarity with ITSM tools, preferably ServiceNow.
• Basic understanding of Microsoft Windows, Office 365, remote support tools, and enterprise applications.
• Experience with hardware troubleshooting and peripheral setup (printers, monitors, conferencing tools).
• Strong problem-solving skills and logical thinking.
Job Description
The Service Desk Analyst is responsible for resolving IT service requests and incidents reported by end users within the organization, across two commercial office locations and remotely. Analysts ensure timely and effective resolution of user issues and maintain a high standard of customer satisfaction
• Tier 1 Support:
o Manage user access requests (e.g., account provisioning, deactivation, license assignments).
o Classify, prioritize, and escalate tickets appropriately to Tier 2.
o Address general IT issues, perform password resets, and respond to basic end-user inquiries.
• Tier 2 Support:
o Resolve application-related bugs and fixes.
o Execute service and enhancement requests.
o Support problem management and root cause analysis.
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