Service Desk Analyst

We are looking for a highly capable service desk analyst to assess and optimize the performance of our end-user IT systems and software. You will be analyzing the performance of IT systems, resolving IT equipment and software issues, and providing IT support to our clients and personnel.

Responsibilities:

• Testing and analyzing IT system and software performance.

• Resolving incoming client and personnel IT queries remotely via email and phone, or at the office.

• Prioritizing and resolving IT concerns and escalating serious issues to relevant stakeholders.

• Avoiding service interruptions by performing system installations, updates, and maintenance procedures.

• Preparing training manuals and FAQ materials for easy-access end-user guidance.

• Documenting processes and maintaining service desk records.

• Making recommendations to optimize IT performance and to prevent future problems.

• Collaborating with internal departments to ensure that IT needs are met.

• Keeping informed of advancements in IT.