Service Desk Analyst

Service Desk Analyst

Position Summary

The Service Desk Analyst provides first and second-level IT support in a fast-paced, 24/7/365 support environment. This role serves as the primary point of contact for end users experiencing hardware, software, network, mobile device, and application issues. The Service Desk Analyst is responsible for troubleshooting, documenting, escalating, and resolving technical incidents while delivering exceptional customer service.

This position requires flexibility to work various shifts, including evenings, weekends, holidays, and unscheduled hours as business needs dictate. Employees in this role are considered essential personnel and may be required to report to work during emergency situations or adverse conditions.

Key Responsibilities

End User Support

• Serve as the primary point of contact for all IT-related issues and service requests.
• Respond to support requests received via phone, email, chat, self-service portals, online forms, and walk-ins.
• Gather detailed information regarding technical issues and perform initial troubleshooting.
• Diagnose and resolve common hardware, software, operating system, application, and mobile device issues.
• Install software and assist users with application-related problems.
• Provide timely follow-up and communication throughout the resolution process.

Incident & Request Management

• Document, triage, prioritize, and track all incidents and service requests.
• Maintain accurate records of troubleshooting steps, resolutions, and customer interactions.
• Escalate unresolved issues to higher-level support teams and provide detailed documentation for efficient handoff.
• Coordinate with multiple IT support groups to ensure timely incident resolution.
• Monitor system alerts and network-related notifications as required.

Customer Service & Communication

• Deliver exceptional customer service while adhering to organizational standards and procedures.
• Act as an advocate for end users to ensure satisfactory resolution of issues.
• Keep customers informed of progress and expected resolution timelines.
• Assist in developing and maintaining knowledge base articles, procedures, and support documentation.

Continuous Improvement

• Document processes, procedures, and troubleshooting guides.
• Support end-user technology training initiatives.
• Assist with enforcing organizational standards for technology and software usage.
• Learn and support new technologies as introduced.

Required Qualifications

Education

• High School Diploma or GED required.

Experience

• Experience in Information Technology, Business, Engineering, Network Operations, or a related field.
• Customer service experience in a professional environment.
• Experience supporting end users in a help desk, service desk, technical support, or IT support environment preferred.

Technical Skills

• Troubleshooting desktop, laptop, and mobile device issues.
• Basic hardware and software support.
• Familiarity with operating systems, standard business applications, and IT service management processes.
• Ability to diagnose and resolve common technical issues.
• Understanding of incident management and escalation procedures.
• Ability to learn and support new technologies.

Certifications

• Ability to obtain industry-standard certifications such as:
  • CompTIA A+
  • CompTIA Network+

License

• Valid Driver's License required.
• Reliable transportation required for occasional travel between work locations.

Core Competencies

• Strong customer service orientation
• Excellent verbal and written communication skills
• Technical troubleshooting and problem-solving
• Time management and prioritization
• Attention to detail and documentation
• Team collaboration
• Adaptability and flexibility
• Ability to remain calm under pressure

Work Environment

• Fast-paced office and service desk environment.
• Ability to work in high-volume support situations.
• Extended periods of sitting while processing service requests.
• May require travel for training and business-related activities.
• Use of computers, telephones, printers, and other office technology.
• Occasional after-hours support with limited notice.

Physical Requirements

• Ability to sit, stand, walk, bend, stoop, kneel, crouch, and occasionally crawl.
• Ability to lift and carry up to 20 pounds.
• Manual dexterity required for computer and office equipment operation.

Schedule Requirements

• 24/7/365 support environment.
• Ability to work rotating shifts, evenings, weekends, holidays, and overtime as needed.
• Must be flexible with work schedules and assigned duties.
• Ability to work unscheduled hours during emergencies, outages, or critical incidents.