SERVICE DESK ANALYST

Responsibilities

• Receive, triage, and resolve incidents and service requests from end users through phone, email, portal, or walk-in support.
• Perform troubleshooting for desktop hardware, operating systems, Microsoft 365 apps, printers, and network connectivity.
• Document all work performed in the ticketing system and ensure accurate categorization and escalation.
• Support onboarding and offboarding tasks including account creation, equipment preparation, and permissions.
• Provide guidance and training to users on standard tools, security practices, and productivity applications.
• Escalate issues to Tier 2 or specialized teams when necessary, following established procedures.
• Contribute to knowledge articles and documentation for recurring issues.
• Assist with inventory, imaging, software installation, and local site support activities as required.