What are the responsibilities and job description for the Information Technology Help Desk Analyst position at TECEZE?
Key Responsibilities:
- Provide Tier 1 support through walk-up, phone, chat, email, and ServiceNow
- Create, document, update, and escalate tickets to L2/L3 support teams
- Proactively communicate with users through ServiceNow, phone, email, and Microsoft Teams
- Perform remote troubleshooting using approved remote support tools
- Troubleshoot conference room and meeting room technology and coordinate with OEMs for break/fix issues
- Perform Level 1 troubleshooting and SOP-based resolution for end-user technologies
- Support Microsoft 365, SCCM, Intune, Windows OS, and desktop applications
- Contribute to knowledge creation, shift-left initiatives, and self-service enablement
- Follow established Help Desk/IT Operations policies, processes, and service standards.
Required Skills & Knowledge:
- Hands-on knowledge of Microsoft 365 end-user applications
- Experience with Microsoft Intune, SCCM, and Windows OS
- Strong desktop application troubleshooting skills
- Familiarity with ITIL/ITSM processes
- Strong technical aptitude and problem-solving skills
- Excellent customer service and professional communication skills
- Ability to troubleshoot issues effectively and escalate when beyond Tier 1 scope