It Service Desk Analyst I

Job summary
IT Service Desk Analyst I (Remote)Ensuring proper computer operation for end usersResolving help requests and incidents
Job seniority: entry level
Responsibilities
• Field incoming requests via telephone, e-mail, and chat• Document end user identification information and problem details• Prioritize and schedule problems• Escalate problems when necessary• Record and track the problem-solving process• Install software and updates on PCs and mobile devices• Access knowledge bases and resources for problem resolution• Perform troubleshooting and preventative maintenance• Test fixes to ensure resolution• Alert management to emerging trends in incidents
Requirements
• High school diploma or equivalent• 0-2 years of technical support experience• Basic knowledge of Microsoft Office applications• Basic knowledge of computer hardware, software, and networking concepts• Good communication skills and ability to work well in a team• Familiarity with common operating systems like Windows and macOS• Basic troubleshooting skills• Understanding of mobile devices and applications• Ability to follow documented procedures and instructions• Good interpersonal skills and proficiency in English