What are the responsibilities and job description for the Service Desk Analyst position at GDH?
Role Summary
This position requires a Service Desk Analyst responsible for providing frontline technical support to internal and external users in a dynamic environment. The role involves managing a high volume of support requests, resolving common IT issues, and escalating complex problems to specialized teams. The successful candidate will contribute to process improvements, maintain documentation, and enhance overall service desk performance.
Responsibilities
This position is based in office and requires employee to work on-site.
This position requires a Service Desk Analyst responsible for providing frontline technical support to internal and external users in a dynamic environment. The role involves managing a high volume of support requests, resolving common IT issues, and escalating complex problems to specialized teams. The successful candidate will contribute to process improvements, maintain documentation, and enhance overall service desk performance.
Responsibilities
- Handle approximately 500 inbound support interactions per month via phone and ticketing systems.
- Provide Tier 1 support including password resets, account unlocks, access issues, and basic troubleshooting of applications and devices.
- Support Tier 2 tickets that involve deeper troubleshooting related to identity management, endpoints, and enterprise applications.
- Investigate technical issues, identify root causes, and document next steps clearly.
- Escalate complex incidents to appropriate internal teams for resolution.
- Maintain accurate ticket hygiene with regular updates, clear communication, and detailed resolution notes.
- Create and update knowledge base articles and runbooks to minimize recurring issues.
- Assist in service desk projects and contribute to continuous process improvements.
- Track personal performance metrics and ensure alignment with team goals.
- Collaborate with team members to enhance support efficiency and customer satisfaction.
- Proven experience in customer support or service desk environments with strong troubleshooting skills.
- Excellent communication skills, especially over the phone, with the ability to de-escalate frustrated users.
- Ability to multitask across calls, chats, and ticketing systems efficiently.
- Solid Windows operating system troubleshooting experience.
- Familiarity with IT support best practices and customer service standards.
- Knowledge of ITSM tools such as ServiceNow is a plus.
- Exposure to automation tools like AI assistants, Power Automate, or chatbots is desirable.
- Basic scripting skills, particularly in PowerShell or similar languages, are advantageous.
- Certifications such as CompTIA A , ITIL, or HDI are a plus.
- Must be available for scheduled shifts as outlined.
This position is based in office and requires employee to work on-site.
Salary : $20 - $23