The Service Desk Analyst is a member of the IT Call Center of the ITS Business Operations team within the Information Technology Services unit and reports directly to the Service Desk Manager. As the first point of contact for IT support, this role will assist users by resolving basic incidents, processing service requests, and ensuring a high level of customer satisfaction. Following ITIL 4 best practices for Service Desk and Service Request Management, IT issues will be diagnosed, complex cases escalated, and contributions made to knowledge management and service improvements. This role requires excellent communication skills, strong problem-solving abilities, and a passion for delivering outstanding IT support.
It will contribute to and support a safe and inclusive collaborative work environment focused on delivering outstanding customer service and excellent quality results.
This is NOT a remote role.
Applicants are encouraged to apply promptly, as this posting may be taken down before the listed closing date once adequate candidate interest has been reached.
Knowledge, Skills, Abilities, and Worker Characteristics:
-
Strong problem-solving skills with the ability to work under pressure in a fast-paced environment.
-
Ability to multi-task, prioritize tickets, and manage time effectively.
-
Asset Tracking.
-
Windows Workstations.
-
Hardware and software support.
-
Familiarity with Windows, macOS, Office 365, VPN, Active Directory, and basic networking concepts.
-
Third-party systems accessed via a desktop client or web-based interface.
-
Internet technologies.
-
Excellent verbal and written communication skills, with the ability to explain IT concepts clearly.
-
Strong team and customer focus in providing technology services.
