Nextgen Tech Jobs
In Technology Group
IT Service Desk Analyst (1st/2nd Line)
We are a forward-thinking organization committed to delivering exceptional IT support and ensuring seamless operations for our clients. By leveraging cutting-edge tools and a customer-focused approach, we provide timely and effective resolutions to technical issues. We are looking for a skilled IT Service Desk Analyst to join our team and provide first- and second-line support, ensuring a high standard of service delivery.
Role Overview
As an IT Service Desk Analyst, you will be the first point of contact for technical support, troubleshooting, and issue resolution. You will work closely with users and IT teams to ensure prompt responses, effective solutions, and seamless IT operations.
Key Responsibilities:
- Provide 1st and 2nd line IT support to resolve hardware, software, and network issues.
- Log, track, and manage incidents and service requests in the IT service management system.
- Troubleshoot and resolve technical issues, escalating complex problems to appropriate teams.
- Install, configure, and maintain IT equipment, applications, and systems.
- Assist with user account management, including setup, password resets, and permissions.
- Ensure adherence to IT policies and procedures, maintaining system security and integrity.
- Communicate effectively with users, providing updates and guidance on issue resolution.
- Identify recurring issues and contribute to continuous improvement of IT services.
Requirements:
- Proven experience in a similar IT support role, providing 1st and 2nd line support.
- Strong knowledge of Windows operating systems, Microsoft Office Suite, and basic networking.
- Familiarity with Active Directory, Office 365, and ticketing systems (e.g., ServiceNow).
- Excellent problem-solving and troubleshooting skills, with attention to detail.
- Strong communication and interpersonal skills, with a focus on delivering outstanding customer service.
- Ability to work independently and as part of a team in a fast-paced environment.
- Relevant certifications such as CompTIA A+, ITIL Foundation, or equivalent are desirable.
What We Offer:
- Competitive salary and benefits package.
- Opportunities to work on impactful projects in a dynamic IT environment.
- A supportive workplace culture that values professional growth and innovation.
- Access to training and certification programs to enhance your technical skills.
Application Process:
If you are an enthusiastic IT Service Desk Analyst with a passion for problem-solving and delivering excellent IT support, we encourage you to apply. Join our team and play a vital role in maintaining seamless IT operations.
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