Desktop Support-New York, NY

Service Desk Analyst / Senior Service Desk Analyst with:

• Bachelor s degree or 12+3/4 qualification
• Strong English verbal and written communication
• IT help desk / technical supportexperience
• Troubleshooting hardware, software, network, and user-access issues
• Knowledge of Windows/macOS, Microsoft Office 365, and networking
• Experience with ITSM/ticketing toolssuch as ServiceNow, Remedy, or Salesforce
• Ability to resolve incidents and escalate complex issues to Level 2/3
• Knowledge-base/FAQ creation and documentation
• Understanding and adherence to SLAs
• Focus on maintaining customer satisfaction (CSAT)