What are the responsibilities and job description for the Service Desk Analyst position at Infojini Inc?
Key Responsibilities
- Provide timely phone-based technical support to end users.
- Troubleshoot Windows, macOS, Microsoft 365, VPN, printer, and account-related issues.
- Document incidents, troubleshooting steps, and resolutions.
- Escalate incidents following established procedures.
- Maintain and update knowledge base documentation.
- Follow security and identity verification procedures.
- Meet real-time service objectives (RSOs).
- Participate in knowledge transfer and continuous process improvement.
Required Skills
- 4 years of Technical Support / Service Desk experience (or equivalent education/experience).
- Experience providing phone-based IT support.
- Strong knowledge of Windows and macOS troubleshooting.
- Experience supporting Microsoft 365.
- Experience with password resets, account unlocks, and user support.
- Knowledge of TCP/IP, DNS, DHCP, and VPN.
- Experience with Active Directory and Group Policy.
- Knowledge of endpoint security tools.
- Understanding of ITIL incident and asset management practices.
- Experience troubleshooting hardware, software, and connectivity issues.
- Strong documentation and ticket management experience.
- Excellent customer service, communication, and problem-solving skills.
- Ability to prioritize multiple support requests in a fast-paced environment.
Preferred Skills
- Experience supporting mobile devices.
- Experience identifying IT security-related issues.
- Experience maintaining knowledge base documentation.
- Strong analytical and root cause analysis skills.