an outlined job description of IT Service Desk Analyst

I. Position Overview

Title: IT Service Desk Analyst
Department: IT
Reporting to: IT Service Desk Manager/Head of IT
II. Key Responsibilities

Provide technical support to users via phone, email, or in-person, troubleshooting and resolving IT issues in a timely and professional manner
Manage and prioritize incoming incidents and service requests using IT service management best practices
Document all incidents and service requests in the IT incident tracking system, and update users on the status of their requests
Collaborate with other IT teams to ensure the smooth operation of the IT infrastructure
Continuously improve IT processes and procedures to enhance the service desk’s ability to provide efficient and effective support
Stay current with IT trends and best practices, and make recommendations for improvements and updates to systems and processes
Adhere to IT service level agreements (SLAs) and ensure that service continuity and restoration procedures are in place
Escalate incidents and service requests to the appropriate teams when necessary
Provide training and guidance to users on basic IT usage and troubleshooting.
III. Qualifications

Bachelor’s degree in Computer Science, Information Technology, or a related field
A minimum of 2 years of experience in IT service desk support
Strong understanding of IT infrastructure and technologies
Experience with incident and service request management
Excellent communication, customer service, and problem-solving skills
Ability to work effectively in a fast-paced, dynamic environment
Experience with ITIL framework and IT service management best practices
IT service desk or IT helpdesk certification is a plus
IV. Benefits

Competitive salary
Health benefits
Retirement benefits
Professional development opportunities
V. Application

Please submit a cover letter and resume to recruit@edeahr.com