Service Desk Analyst

3 weeks ago


Miami, United States RPL International Full time

Position Overview:

We are seeking a dedicated and proactive Service Desk Analyst to join our IT team. The ideal candidate will be responsible for providing first-line support to end-users, managing and resolving technical issues, and ensuring the smooth operation of IT services. This role requires excellent problem-solving skills, a strong customer service orientation, and the ability to work effectively in a fast-paced environment.


Key Responsibilities:

  • Serve as the first point of contact for IT-related inquiries and issues via phone, email, and chat.
  • Diagnose and resolve hardware, software, and network problems in a timely manner.
  • Document and track incidents and service requests using the service management tool, AutoTask.
  • Escalate complex issues to appropriate technical teams or higher-level support as needed.
  • Provide technical support for desktop, laptop, and mobile devices, including setup, configuration, and troubleshooting.
  • Assist with onboarding and offboarding processes, including user account management and equipment provisioning.
  • Maintain and update knowledge base articles and documentation to improve service efficiency.
  • Collaborate with other IT staff and departments to ensure seamless service delivery and system integration.
  • Stay current with new technologies and best practices to enhance personal and team performance.

Qualifications:

  • High School Diploma or equivalent; Associate’s or Bachelor’s degree in Computer Science, Information Technology, or a related field is preferred.
  • Minimum of 1 year of experience in a service desk or technical support role.
  • Relevant IT certifications (e.g., CompTIA A+, Microsoft Certified Professional) are a plus.
  • Strong understanding of Windows and Mac operating systems, Microsoft Office Suite, and common business applications.
  • Excellent verbal and written communication skills.
  • Strong problem-solving abilities and attention to detail.
  • Ability to handle multiple tasks and prioritize effectively in a dynamic environment.
  • Customer-focused with a commitment to delivering high-quality service.


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