IT Service Desk Analyst
Key Responsibilities:
* Provide first-line support for IT queries, delivering efficient and effective solutions to end-users.
* Diagnose and resolve hardware, software, and network issues for desktop and laptop systems.
* Assist with the installation, configuration, and troubleshooting of IT equipment, including desktops, laptops, printers, and mobile devices.
* Evaluate and escalate complex issues to the appropriate IT teams while ensuring timely resolution.
* Maintain accurate records of all support activities, incidents, and resolutions in the IT ticketing system.
* Promote collaboration by participating in the creation and maintenance of IT support documentation and knowledge base articles.
Desired Skills and Experience:
* Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent experience.
* A minimum of 2 years of experience in an IT support or service desk role.
* Proficiency in Windows and Mac operating systems, along with experience with Active Directory, Office 365, and IT service management tools.
* ITIL Foundation certification or equivalent experience, as well as familiarity with remote support tools and techniques.