Service Desk Analyst

Overview

Join to apply for the Service Desk Analyst role at Emdad By Elm .

A Service Desk Analyst plays a critical role in any organization, acting as the front-line support for all IT-related queries and issues.

Responsibilities

• Provide first-level technical support to end-users via phone, email or in-person
• Troubleshoot hardware and software issues, network connectivity problems and peripheral equipment malfunctions
• Log all incidents and service requests in the service desk system and ensure timely closure of tickets
• Escalate complex incidents or requests to senior team members or other teams as required
• Evaluate and prioritize incidents based on impact and urgency, and take necessary actions to meet established service level agreements (SLAs)
• Install, configure and maintain hardware and software systems as required
• Create and maintain documentation related to service desk procedures, troubleshooting guides and end-user training manuals
• Participate in service desk projects and initiatives as required
• Provide end-user training on basic technology use and best practices

Qualifications

Seniority level

Employment type

Job function

Industries

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