Service Desk Analyst

New York, NY 10001

Category: Help Desk Support Job Number: 21368

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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