Service Desk Analyst

Job Summary

Providing first-level support for end users, the full-time remote Service Desk Analyst will troubleshoot software, hardware, and operating system issues while managing incoming client communications and documenting incidents.

Key responsibilities

• Take incoming calls and emails from clients experiencing issues with various technologies including Microsoft O365, Windows, and mobile devices
• Resolve or escalate issues according to Service Level Agreements while maintaining professional communication
• Document issues thoroughly and advise management on necessary updates to knowledge base resources

Required qualifications

• Two years of related experience in Help Desk or network support preferred
• Experience with Microsoft Office Suite and familiarity with Cisco network technology
• Strong troubleshooting skills in major desktop and network operating systems
• Proven ability to communicate effectively with users in problem situations
• Demonstrated sense of ownership and capability to work independently