Provide advanced technical support via phone, email, and chat, handling support requests from other Service Desk agents
Lead troubleshooting efforts for complex technical problems
Participate in an afterhours and weekend On Call rotation
Log and track all support requests in our ticketing system, ensuring accurate and detailed documentation
Develop and maintain knowledge base articles, FAQs, and other documentation
Identify and escalate recurring issues to appropriate teams
Contribute to the development and implementation of service desk best practices and procedures
Proactively monitor system performance and identify potential problems
Participate in project work related to IT service improvements
Communicate effectively with users at all levels, providing clear and concise explanations of technical issues and solutions
Maintain a positive and professional demeanor at all times
Participate in team meetings and training sessions

Associate's or Bachelor's degree in IT or a related field preferred
3+ years of experience in a technical support role, preferably in a service desk environment
Experience with ticketing systems (e.g., ServiceNow)
Understanding of computer hardware, software, networking concepts, and operating systems (Windows, Linux, Active Directory)
Extensive experience troubleshooting complex technical problems
Strong leadership and mentoring skills
Excellent communication skills, both written and verbal
Ability to work independently and as part of a team
Strong organizational skills and attention to detail

Service Desk Analyst

Key skills