Service Desk Analyst

Full Job Description

Responsibilities:

• Deliver second-tier support via desk-side, remote, and on-site office assistance.

• Monitor recurring tickets to identify emerging trends and common issues.

• Collaborate with Technical Account Managers to resolve escalated customer concerns.

• Generate new knowledge base entries to enhance first-line issue resolution rates.

• Adhere to established protocols for managing incidents and fulfilling requests.

• Offer guidance and support for addressing escalated service matters.

• Exhibit a strong commitment to customer satisfaction and adeptly evaluate risks.

• Conduct analysis and documentation of software requirements.

Qualifications:

• 5+ years of experience in information technology, providing support for inbound customer requests and issue resolution.

• Possession of a high school diploma.

• Proficiency in using ConnectWise Manage software or a comparable ticketing system.

• Solid understanding and expertise in desktop and server operating systems such as Windows, Linux, and Unix.

• Adeptness in Microsoft operating systems, as well as Microsoft Office Suite applications including Outlook, Word, Excel, and PowerPoint.

• Demonstrated experience in Active Directory tasks including account creation, password resets, group membership changes, and distribution groups management.

• Previous involvement in supporting VPN clients and handling VPN administration. Experience in supporting LAN/WAN network infrastructure.