Service Desk Analyst
A Service Desk Analyst is an IT support professional who helps employees or customers resolve computer, software, network, and access-related problems. It is often an entry-level to mid-level IT role and can be a good pathway into positions such as Systems Administrator, Network Administrator, or IT Support Engineer.
Responsibilities
- Provide technical support by phone, email, chat, or ticketing system.
- Troubleshoot hardware, software, network, and connectivity issues.
- Create, update, prioritize, and resolve IT support tickets.
- Set up and configure computers, monitors, printers, and other equipment.
- Install and troubleshoot applications and operating systems.
- Reset passwords and manage user accounts and access permissions.
- Assist users with Microsoft 365, Windows, VPNs, email, and other business applications.
- Escalate complex technical issues to Level 2/Level 3 support teams.
- Document troubleshooting steps and solutions in the knowledge base.
- Monitor recurring issues and identify opportunities to improve IT services.
Qualifications
- High school diploma or equivalent; an associate or bachelor's degree in IT can be helpful.
- 1–3 years of IT support or customer service experience, although some positions accept entry-level candidates.
- Familiarity with Windows, Microsoft 365, basic networking, and troubleshooting.
- Experience with ticketing systems such as ServiceNow, Jira, Zendesk, or similar platforms.