Service Desk Analyst - L1

Creative ITC•The Woodlands, TX

124d

About The Position

The Service Desk Analyst performs predominantly first-line activities as part of a US multidisciplinary technical services team, with support from established UK- and India-based teams. The role is the first point of contact for IT-related issues and service requests across End User Support, Storage, Network, Virtualisation, Backup, Disaster Recovery, and Microsoft technologies. The analyst manages, triages, and resolves tickets efficiently, providing timely and accurate technical support and contributing to user satisfaction through customer service, troubleshooting, and effective ticket and stakeholder management. Vendor training and a structured career path are provided to successful candidates.

Requirements

Experience in an IT support role focused on ticket triage and resolving end-user issues.
Proficiency with IT service management tools and ticketing systems.
Experience using CRM software and task management tools.
Strong customer service skills, including managing expectations, professionalism, empathy, and efficient problem-solving.
Strong interpersonal, written, and verbal communication skills, including the ability to explain technical issues to non-technical users.
Ability to diagnose technical issues, escalate complex problems appropriately, and provide clear, actionable solutions.
Ability to manage multiple tickets, prioritize tasks, and adapt to changing demands.
Strong organizational, time-management, and multitasking abilities.
Analytical and problem-solving mindset.
Attention to detail in ticket records, SLA adherence, and issue documentation.
Ability to collaborate with cross-functional teams and work independently when needed.
Proactive, adaptable attitude and willingness to manage workload and changing priorities.
Ability to work in a fast-paced, dynamic environment.
Willingness to undertake training and professional development, including certifications.

Responsibilities

Serve as the first point of contact for users seeking technical assistance and triage issues such as hardware, software, or network problems.
Prioritize tickets by urgency and impact, escalating critical issues promptly.
Log, track, document, and resolve incidents and service requests in the service desk ticketing system.
Troubleshoot common hardware and software issues remotely and escalate issues when needed.
Provide clear instructions and timely updates to users, including ticket status and expected resolution times.
Follow up on open tickets and manage tickets in line with service level agreements (SLAs).
Track ticket progress and escalate issues when SLAs are at risk.
Deliver professional customer support, aiming for user satisfaction and first-contact resolution where possible.
Help create and maintain internal knowledge base articles, FAQs, and troubleshooting guides.
Identify opportunities to improve self-service and reduce ticket volume.
Identify recurring issues and suggest process improvements to prevent future incidents.
Collaborate with other IT teams and departments to resolve complex issues and prevent service disruptions.
Communicate clearly with users and stakeholders about issues and resolutions.