What are the responsibilities and job description for the Service Desk Analyst position at Smart IT Frame LLC?
Dear,
Greetings from Smart IT Frame, Hope you are doing well!!!
Smart IT Frame specializes in enabling you with your most critical line of resources. Whether it’s for permanent staffing, contract staffing, contract-to-hire or executive search, we understand the importance of delivering the most suitable talent; on time and within budget. With our Core focus in emerging technologies, we have provided global technology workforce solutions in North America, Canada & India. We take pride in delivering specialized talent, superior performance, and seamless execution to meet the challenging business needs of customers worldwide
Job Title: Service Desk Analyst
Location: Scottsdale, AZ 85260 (Onsite-5days/Week)
Contract
Key Responsibilities
Service Desk Operations
- Act as the first point of contact L1 support for all ITrelated incidents and service requests
- Log categorize prioritize and track tickets using ITSM tools eg ServiceNow Remedy Ivanti
- Ensure timely resolution or escalation of issues as per defined SLAs
Technical Support
Troubleshoot and resolve issues related to
- Windows Mac OS environments
- Microsoft 365 Outlook Teams SharePoint OneDrive
- Active Directory user account management password resets
- VPN remote access and network connectivity
- Printers peripherals and standard business applications
- Perform basic desktop support and remote troubleshooting
Customer Experience
- Maintain strong communication with endusers on ticket status and resolution
- Meet or exceed Customer Satisfaction CSAT targets
Incident Request Management
- Follow ITILbased processes for Incident Request and Problem Management
- Escalate complex issues to L2L3 support teams with proper documentation
- Identify recurring issues and contribute to Knowledge Base articles
Documentation Compliance
- Maintain accurate ticket updates and documentation
- Adhere to organizational policies data security and compliance requirements
- Contribute to process improvement initiatives
Required Skills Qualifications
Technical Skills
Good understanding of
- Owindows os ms office suite m365 tools
- Oactive directory identity management
- Onetworking basics dns dhcp vpn
- Oitsm ticketing toOls servicenow preferred
- Knowledge of remote desktop tools and troubleshooting techniques
Experience
- 5 years of experience in IT Service Desk Helpdesk Technical Support
- Experience in supporting global customers Europe Canada region preferred
Skills
Mandatory Skills : Servicedesk