Service Desk Analyst

Responsibilities

• Provide hardware/software/network problem diagnosis/resolution via telephone/email/chat or videocall for customer end users.
• Classify Service Calls according to the specified options.
• Route problems to internal 2nd and 3rd level IT support staff using knowledge base articles.
• Coordinate with level 2 and 3 and support staff that provide hardware/software/network problem resolution.

Qualifications

• 2-3 years of experience in similar role.
• High school certificate.
• Customer-focused.
• Time availability required.
• Thorough knowledge of troubleshooting remote access issues.
• Ability to articulate and speak with clear voice.
• Empathy with end users.
• Good written English communication skills.
• Experience with Citrix, ServiceNow, Active Directory and VPN connections.
• Fluent English and schedule availability.
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