What are the responsibilities and job description for the Service Desk Analyst position at The Momba Group?
Title: Service Desk Analyst I - IT Support
Type: 12 Month Contract
Reports To: Service Desk Manager
On-Site
Position Overview:
We are seeking a detail-oriented and customer-focused Service Desk Analyst I to join our IT support team. In this role, you will provide frontline technical assistance to employees, troubleshoot hardware and software issues, and ensure the smooth operation of IT services. The ideal candidate will have strong problem-solving skills, the ability to multitask in a fast-paced environment, and a commitment to delivering top-tier customer service.
Key Responsibilities:
- Provide high-quality customer service and technical support for IT-related inquiries.
- Diagnose, research, and resolve technical issues related to hardware, software, and networking.
- Document, track, and monitor IT issues to ensure prompt resolution.
- Support and maintain computers, mobile devices, printers, scanners, and other peripherals.
- Manage user accounts, reset passwords, and troubleshoot multi-factor authentication (MFA) issues.
- Prioritize and resolve service requests, incidents, and technical issues according to department guidelines.
- Act as the first point of contact for IT support requests via phone, email, chat, or in person.
- Maintain technical documentation for troubleshooting procedures and common issues.
- Provide system updates and outage notifications to users through various communication channels.
- Stay current with IT trends, system updates, and emerging technologies to improve troubleshooting efficiency.
- Assist in IT projects, system upgrades, and other technology-related initiatives.
- Participate in on-call rotations, including nights and weekends, as needed.
Qualifications & Requirements:
- High school diploma or equivalent (Associate or Bachelor's degree in Computer Science, MIS, or a related field preferred).
- 1 years of experience in an IT Service Desk or technical support environment.
- Proficiency in Microsoft products, including Windows 10/11 and Microsoft Office Suite.
- Working knowledge of Windows, macOS, and iOS devices.
- Certifications such as CompTIA A or Network are preferred.
- Strong troubleshooting, analytical, and problem-solving skills.
- Excellent communication and interpersonal skills, with the ability to support both technical and non-technical users.
- Ability to work independently, manage time effectively, and prioritize tasks based on urgency.
- Capacity to lift, push, or pull equipment weighing up to 50 pounds as needed.
- Adaptability to shifting priorities, a fast-paced work environment, and evolving technologies.
This role offers an exciting opportunity to enhance IT operations, contribute to process improvements, and support a dynamic work environment. If you're a motivated IT professional with a passion for technology and customer service, we encourage you to apply!
