IT Service Desk Analyst

Job Summary

To support a dynamic dental services organization, the hybrid IT Service Desk Analyst will manage inbound support requests, troubleshoot technical issues, and ensure proper documentation while collaborating with IT teams and providing exceptional customer service.

Key responsibilities

• Respond to inbound calls and request submissions from end-users, ensuring proper documentation in service desk tracking software
• Troubleshoot technical issues and resolve application software or hardware incidents before escalating to higher support levels
• Follow up on reported incidents to ensure resolution and maintain effective communication with customers throughout the process

Required qualifications

• A minimum of 2 years of related experience in a service desk environment
• Solid technical knowledge of enterprise-level computing, mobile devices, and supported Microsoft operating systems
• Experience troubleshooting Microsoft and Mac OS software-related issues
• Proficiency in using support software tools and ITSM/RDM tools
• Excellent time management and organizational skills to prioritize and manage multiple cases effectively