Service Desk Analyst

TEKsystems•Louisville, KY

3d•$19 - $24•Onsite

About The Position

We are seeking an experienced Service Desk Analyst to provide first-level technical support for internal end users. This role is responsible for resolving a wide range of hardware, software, and access-related issues while delivering exceptional customer service. The analyst will work closely with service desk leadership, desktop support teams, and other IT professionals to ensure timely issue resolution and a positive user experience.

Requirements

Strong experience in help desk or service desk support.
Proven troubleshooting and technical support experience.
Excellent customer service and communication skills.
Experience supporting desktop operating systems and common business applications.
Familiarity with user account administration and access management.
Comfortable providing continuous phone-based support.
Ability to work within a metrics-driven, ticket-based environment.

Nice To Haves

Extensive training program provided, including knowledge assessments and performance evaluations.
Candidates should be comfortable handling a high volume of support requests and adhering to service standards.

Responsibilities

Provide remote technical support to internal users via phone, email, and ticketing systems.
Troubleshoot and resolve hardware, software, operating system, and user access issues.
Log, track, and update incidents and service requests in accordance with established service-level expectations.
Escalate complex issues to appropriate support teams when necessary.
Maintain accurate documentation of troubleshooting steps and resolutions.
Deliver high-quality customer service in a fast-paced support environment.
Collaborate with team members and IT support groups to ensure efficient problem resolution.