Service Desk Analyst - Tier I

POSITION PURPOSE:

The Service Desk Analyst - Tier I provides first-level technical support to end-users, with the goal of delivering high levels of customer service and efficiency. This position is responsible for receiving, triaging, and resolving IT-related issues and requests from employees across the organization.

ACCOUNTABILITIES & PERFORMANCE EXPECTATIONS:

• Serve as the first point of contact for all IT-related issues and requests from end-users.
• Receive, log, and prioritize incoming service desk tickets through various channels (phone, email, chat, self-service portal).
• Provide first-level diagnosis and resolution for a wide range of software, hardware, and network issues.
• Escalate complex issues to appropriate Tier 2 or Tier 3 support teams when necessary.
• Maintain accurate and detailed documentation of all service desk interactions and resolutions.
• Assist users with basic software and hardware installations, configurations, and troubleshooting.
• Provide guidance and support for company-approved applications and systems.
• Contribute to the development and maintenance of the service desk knowledge base.
• Identify and report recurring issues or trends to the Service Desk Team Lead.
• Participate in ongoing training to stay current with new technologies and support processes.
• Assist in the onboarding process for new employees by setting up accounts and providing basic IT orientation.
• Maintain a high level of customer service, ensuring user satisfaction with each interaction.
• Adhere to IT security policies and procedures in all support activities.
• Participate in after-hours support rotation as needed.

POSITION REQUIREMENTS

• Associate degree in Information Technology, Computer Science, or related field preferred. Equivalent experience may be considered.
• 1-2 years of experience in IT support or customer service role preferred.
• Strong knowledge of Windows operating systems and Microsoft 365 suite.
• Basic understanding of network concepts and troubleshooting.
• Familiarity with remote desktop support tools and ticketing systems.
• Excellent communication skills, both verbal and written.
• Strong problem-solving and analytical skills.
• Ability to explain technical concepts to non-technical users.
• Customer-oriented mindset with a focus on user satisfaction.
• Ability to work effectively in a team environment.
• Excellent time management and prioritization skills.
• Willingness to learn and adapt to new technologies and processes.
• To be willing to perform some tasks outside of this job description as required by the business.