A Service Desk Analyst provides first-line technical support for internal users, managing incidents and service requests related to in-house applications while ensuring efficient escalation management and communication between users and development teams.
Key Responsibilities
Serve as the primary point of contact for end-users seeking technical assistance with internal applications
Log, track, and document all service desk tickets in the incident management system
Analyze and resolve level 1 technical issues related to in-house applications
Manage and prioritize the escalation queue for development team and senior support
Perform initial troubleshooting and gather necessary information before escalating issues Monitor ticket status and follow up with development teams on escalated issues
Maintain communication with end-users regarding ticket status and resolution progress
Document solutions and contribute to the knowledge base
Identify and report patterns in technical issues to help improve system stability
Required Qualifications
Bachelor's degree in Computer Science, or related field (or equivalent experience)
2+ years of experience in IT service desk or technical support role
Strong understanding of IT service management principles and practices
Proficiency in standard office applications and tools
Excellent problem-solving and analytical skills
Excellent time management and organizational skills
Strong customer service orientation
Strong verbal and written communication abilities
Patient and clear communicator with technical and non-technical users
Experience with ticket management systems and support tools
Compensation & Benefits
Full-time position (Primary work hours Monday through Friday)
Competitive salary + Health, dental, and vision insurance