The Service Desk Analyst is responsible for providing excellent customer service and technical support to end-users. They play a crucial role in diagnosing and resolving problems, guiding users through troubleshooting procedures, and ensuring smooth operation of desktop software and hardware.

Key Responsibilities:

• Respond to customer calls and emails, addressing inquiries and technical issues promptly and professionally.
• Analyze and diagnose problems through effective discussions with users, ensuring accurate issue identification and resolution.
• Assist end users in setting up, installing, and configuring desktop software and hardware components.
• Process and escalate service requests to Tier 2 analysts and service owners when necessary, ensuring appropriate resolution pathways are followed.
• Follow up with customers to ensure satisfaction and verify issue resolution.
• Maintain and update knowledge base articles to enhance the availability of self-help resources for end users.
• Actively participate in major incident response, offering assistance and expertise as needed.
• Take ownership of all interactions with customers, ensuring appropriate follow-through and timely feedback.
• Utilize Incident Management and Request Fulfillment processes and the Knowledge Management tool as designed.
• Proactively identify opportunities for service improvement and operational efficiency.

Requirements:

• High level of technical proficiency in desktop software and hardware setup, installation, and troubleshooting.
• Excellent communication and customer service skills, with the ability to convey technical information clearly to non-technical users.
• Strong problem-solving abilities and a proactive approach to issue resolution.
• Familiarity with Incident Management and Request Fulfillment processes is preferred.
• Knowledge of Knowledge Management tools and practices is a plus.
• Ability to work collaboratively with other team members and provide support during major incidents.