Technology Support Analyst Lead

Job Summary

Leading the Service Desk operations, the full-time Technology Support Analyst Lead will provide high-quality technical support remotely, managing escalations, multi-channel interactions, and incident resolution while ensuring exceptional customer service.

Key Responsibilities

• Act as an escalation point for complex technical issues, ensuring timely resolution and minimal business impact
• Provide support through chat and ticketing platforms, managing multiple interactions daily while maintaining quality standards
• Create, document, and resolve incidents using ITSM tools, ensuring proper prioritization and documentation of issues

Required Qualifications

• Proven experience in Service Desk or IT Support within a professional environment
• Strong background in chat-based technical support and familiarity with ticketing systems (ServiceNow preferred)
• Demonstrated ability to manage high-volume chat support interactions
• Solid understanding of IT fundamentals, including hardware, software, and networking
• Experience in diagnosing and resolving technical issues across various systems and applications