Service Desk Analyst

Job Description:

We are seeking a proactive and customer-focused Service Desk Analyst to provide first and second-level IT support in a fast-paced, multi-channel, 24x7 environment. This role is essential to IT operations and requires a dependable individual who can resolve user issues related to computer hardware, software, applications, and network systems while ensuring excellent service delivery.

Technical Support & Issue Resolution

• Serve as the primary point of contact for all IT-related inquiries via phone, email, chat, walk-ins, and online forms.
• Diagnose and troubleshoot issues related to desktops, laptops, mobile devices, software applications, and basic network connectivity.
• Document, triage, and resolve incidents or service requests in accordance with IT service standards.
• Escalate unresolved issues to higher-level IT teams with complete notes and analysis.
• Receive and process hardware for advanced troubleshooting when required.
• Monitor network systems and communicate outages or performance issues.

Customer Service & Communication

• Provide clear, timely communication to users regarding issue status and resolution steps.
• Deliver exceptional customer service while maintaining professionalism in high-pressure environments.
• Advocate for the user by ensuring accurate documentation and follow-through until resolution.

Process & Documentation

• Maintain detailed records of incidents, service requests, troubleshooting steps, and recurring issues.
• Create and update knowledge base articles for internal and external use.
• Assist in enforcing corporate IT standards, policies, and procedures.

Work Environment

• Able to work extended or unscheduled hours with short notice.
• Must remain at a workstation for long periods to process support requests.
• Travel to different CPS Energy locations as needed for training or business needs.

Required Qualifications

• High school diploma or GED.
• Experience in IT Support, Service Desk, Network Operations, Engineering, or related technical area.
• Customer service experience in a support environment.
• Familiarity with Windows OS, mobile device platforms, desktop/laptop hardware, and common business applications.
• Ability to install software and resolve common application issues.
• Valid Class C Texas Driver’s License.
• Reliable transportation to support multiple work locations.
• Ability to obtain IT certifications such as CompTIA A or Network .
• Flexibility to work nights, weekends, holidays, and emergency shifts.

Competencies

• Technical troubleshooting
• Excellent customer service
• Strong verbal and written communication
• Problem-solving & root-cause analysis
• Time management & prioritization
• Team collaboration

Physical Requirements

• Ability to sit, stand, walk, stoop, kneel, or crouch as needed.
• Must be able to lift or move up to 20 lbs.
• Manual dexterity for handling computer equipment.