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IT Service Desk Analyst

2 months ago

Fort Lauderdale, United States GSI Full time

IT Service Desk Analyst

As a Service Desk Analyst, you'll be the face of Technology for internal end-users. You'll solve IT-related issues, handle service requests, and act as the users' advocate ("Voice of the User") within the Technology department. This crucial role involves managing incidents, fulfilling requests, and ensuring a smooth IT experience for users. The ideal candidate has excellent troubleshooting skills, a strong commitment to customer service, and a proactive problem-solving approach.


Responsibilities:

  • Receive, log, and categorize incidents and service requests through service management software. Using your system knowledge, you'll determine what can be resolved at the Service Desk level and when to escalate to software development resources. You'll manage escalations effectively to ensure optimal use of technical resources.
  • Prioritize incidents based on urgency and business impact, using sound judgment to assess the true implications of each issue.
  • Provide clear, timely updates to users about incident status and resolution timelines.
  • Identify recurring issues across multiple incidents that may indicate a shared root cause, and initiate root-cause analysis through Problem Management.
  • Contribute to the Service Desk knowledge base by documenting troubleshooting steps, resolutions, and procedures.


Requirements:

  • Bachelor's degree in Information Technology, Information Systems, Computer Science, or a related field; advanced certifications or degrees are a plus.
  • Two years of experience in a service desk or technical support role. ITIL Foundation certification (preferred, not required).
  • Proficiency with Jira Service Management or a similar service desk platform software for incident and request tracking (Jira, Asana etc)
  • US citizen or Green Card Required
  • Located in the Fort Lauderdale and surrounding area required.