Talution Group
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Service Desk Analyst
Job Description
IT Help Desk Support Analyst
About the Opportunity
This is a fantastic opportunity to gain experience in a fast-paced, global environment and develop your technical knowledge. You'll be the first point of contact for users with technical issues, providing exceptional support and ensuring a smooth workflow.
Responsibilities
- Act as the primary point of contact for users seeking technical assistance via phone, email, or online portal.
- Troubleshoot and resolve a wide range of technical problems to minimize escalation to higher levels.
- Maintain a strong understanding of various IT areas to effectively diagnose and address user issues.
- Log, track, and manage incidents according to established procedures, ensuring timely resolution.
- Communicate clearly and professionally with users, management, and other teams.
- Escalate unresolved issues to the appropriate team for further investigation.
- Maintain a positive and helpful demeanor when interacting with all users.
- Adhere to established processes to ensure consistent and high-quality service delivery.
- Collaborate effectively with colleagues to deliver exceptional technical support.
- Complete assigned tasks on time and meet agreed-upon deadlines.
- Stay up-to-date on information security policies and procedures.
Qualifications
- Minimum 3 years of experience in a Service Desk role, providing technical support via phone and ticketing system.
- Experience with a variety of operating systems (e.g., Windows 10, Apple iOS).
- Proficiency in a leading productivity suite (e.g., Microsoft Office 365).
- Familiarity with remote support tools and Active Directory a plus.
- Ability to work effectively under pressure and prioritize tasks efficiently.
- Excellent communication and interpersonal skills, with a focus on active listening and problem-solving.
- Flexible and customer-focused approach to service delivery.
- Strong teamwork skills and willingness to share knowledge with colleagues.
- Ability to work independently and take initiative.
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