IT Sample Job

Job Summary:

The Service Desk Analyst will be the first point of contact for all IT-related issues and requests. This role involves providing technical support, troubleshooting hardware and software problems, and ensuring efficient resolution of incidents to maintain business continuity. The ideal candidate has strong communication skills, excellent problem-solving abilities, and a customer-first mindset.

Key Responsibilities:

• Act as the primary point of contact for end users seeking technical assistance via phone, email, or ticketing system.

• Diagnose and resolve technical hardware, software, and network issues.

• Log all incidents, requests, and resolutions accurately in the service desk system.

• Escalate complex issues to higher-level support teams when necessary.

• Provide step-by-step technical guidance to users for issue resolution.

• Monitor open tickets to ensure timely follow-up and closure within SLAs.

• Assist in setting up and configuring desktops, laptops, printers, and other IT equipment.

• Document known issues, solutions, and processes in the knowledge base.

• Support onboarding activities for new employees, including account creation and equipment setup.

• Ensure compliance with IT policies and security standards.

Qualifications:

• Education: Bachelor's degree in Computer Science, Information Technology, or related field (or equivalent work experience).

• Experience:

  • 1-2 years of experience in IT support, help desk, or a related role.

  • Experience with ticketing systems (e.g., ServiceNow, Jira, Zendesk).

• Technical Skills:

  • Strong knowledge of Windows and/or macOS operating systems.

  • Familiarity with Active Directory, Office 365, and remote desktop tools.

  • Basic understanding of networking concepts (TCP/IP, DNS, VPN).

• Soft Skills:

  • Excellent verbal and written communication skills.

  • Strong customer service and interpersonal skills.

  • Ability to work independently and in a team-oriented environment.