The IT Service Desk Analyst is responsible for delivering world class support services across EF’s North American entities and its affiliates. This position will be a part of our North American IT organization and will work as a part of our Boston IT organization. Using the Information Technology Service Management suite provided, this Tier 1 support position is responsible for all aspects of customer requests and incident management. This includes logging, triaging, resolving, and timely follow up of service requests/incidents. This IT Service Desk Analyst will interact with all levels of EF colleagues and thus must have superior customer relations and communications skills. This individual must be skilled in both customer service and various information technology areas. On a day-to-day basis, they will ensure proper operation and support of PC's, printers, peripherals, and mobile devices. This individual also supports all standard operating systems and software applications. The position requires a growth-mindset, and the individual should approach work with an attitude of constant learning, curiosity, helpful engagement with clients and colleagues, and being invested in the success of the group and its services. The ability to find answers from documented solutions and research technical issues to resolution is critical.