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Service Desk Analyst
3 months ago
We are currently searching for a Service Desk Analyst for our client in the Higher Education sector.
Overview:
The Service Desk Analyst will provide first and second line technical support, resolving hardware and software issues in a timely and efficient manner. This role requires excellent communication skills, problem-solving abilities, and a customer-centric approach to ensure the smooth operation of IT services within the organization.
Higher Education experience is essential
Key Responsibilities:
Technical Support:
- Serve as the initial point of contact for customers seeking technical assistance via phone, email, or in-person.
- Diagnose and resolve technical hardware and software issues.
Incident Management:
- Record, track, and document the service desk incident management process, including all successful and unsuccessful decisions made and actions taken through to the final resolution.
- Prioritize and manage multiple open cases at one time.
Customer Service:
- Maintain a high level of customer satisfaction by providing exceptional service and timely resolution of issues.
- Communicate effectively with end-users and provide updates on the status of their issues.
Documentation and Reporting:
- Maintain detailed records of customer interactions and problem resolution.
- Create and update technical documentation and user guides.
- Generate reports on common issues, response times, and customer satisfaction.
Continuous Improvement:
- Stay up-to-date with the latest industry trends and technologies.
- Participate in ongoing training and professional development activities.
- Contribute to the development and improvement of service desk processes and procedures.
Education:
- Bachelor’s degree in Computer Science, Information Technology, or a related field preferred.
Experience:
- Minimum of 1-2 years of experience in a technical support or service desk role.
- Experience with remote desktop applications and help desk software.
Technical Skills:
- Proficiency in Windows and Mac operating systems.
- Familiarity with Microsoft Office Suite and other common software applications.
- Basic understanding of networking principles and protocols.
Certifications:
- ITIL Foundation Certification preferred.
- CompTIA A+ or other relevant IT certifications are a plus.
