- Company Name
- TEKsystems
- Job Title
- IT Service Desk Analyst
- Job Description
-
**Job Title**
IT Service Desk Analyst
**Role Summary**
Provide 1st/2nd level IT support for a large internal user base, resolving desktop and mobile application issues, managing incidents through an ITSM platform, and maintaining strong customer relationships via phone, chat, and email.
**Expectations**
- 2+ years in a service desk or customer service role, including 1 year of technical support and 1 year of chat support.
- Ability to type ≥40 words/min, multitask with 2–3 concurrent chat sessions, and handle 30–40 tickets per day.
- Strong verbal and written communication, customer‑service orientation, and openness to constructive feedback.
**Key Responsibilities**
- Diagnose and troubleshoot end‑user issues with PCs, laptops, printers, mobile devices (iPhone/iPad).
- Resolve problems in a timely manner or perform escalation while ensuring user satisfaction.
- Provide incident status updates in line with SLA requirements.
- Maintain accurate, up‑to‑date tickets in ITSM tools (ServiceNow, Remedy, SmartIT, Cherwell).
- Support applications: Microsoft Office, ERP, CRM, VPN, Citrix, MDM (MobileIron preferred).
- Perform account creation, permission changes, and password resets.
- Develop, document, and enforce standard operating procedures and customer‑service guidelines.
- Utilize remote support tools (SCCM, Software Center, Client Center Configuration Manager).
- Leverage a knowledge base to research and resolve issues efficiently.
**Required Skills**
- Help desk, Windows 10/11, Windows 7, Mac OS, Active Directory.
- ITSM platforms: ServiceNow, Remedy, SmartIT, Cherwell.
- Remote control tools: SCCM, Software Center, Client Center Config Manager.
- Application support: Microsoft Office, ERP, CRM, VPN, Citrix, MDM, MobileIron.
- Customer‑service: phone, chat, email support, interpersonal communication.
- Technical: troubleshooting, systems administration, networking fundamentals.
- Productivity: 40 WPM typing, multitasking, self‑management.
**Required Education & Certifications**
- Bachelor’s or Associate’s degree in Information Technology, Computer Science, or related field.