As a Service Desk Analyst, you will be responsible for providing first-class technical support to our internal customers. Your key responsibilities will include:
- Provide timely and effective technical support via phone, email, and webchat, managing the end-to-end customer experience with empathy and professionalism.
- Perform first and 1.5-level troubleshooting for a wide range of issues, from software application queries (like Office 365) to hardware setup, using advanced remote control tools to visualize and fix problems directly.
- Take full ownership of assigned incidents, tracking them from initial report to final resolution, and providing regular, proactive updates to users.
- Escalate complex issues to specialist resolver groups while maintaining oversight to ensure a timely fix.
- Hands-On Support: Provide face-to-face, onsite assistance at user desks or our service counter, including setting up and deploying computers for new joiners.
- Uphold Security: Act as a guardian of our IT security, following strict protocols for tasks like password resets and immediately reporting any potential security threats.
What You'll Bring to the Role:
- A Diploma in Information Technology, Computer Science, or a related field.
- 1-3 years of experience in a similar IT support or service desk role.
- Strong proficiency in supporting Microsoft Office 365 is essential.
- Excellent problem-solving and communication skills, with a genuine customer-service focus.
- The ability to work independently and manage your own queue of incidents.
It's a Plus if You Have:
- ITIL Foundation certification.
- Experience with remote support tools.
- A proactive mindset and ideas for improving processes.
