First Line Service Desk Analyst Specification
Overview:
Join our team as a First Line Service Desk Analyst, where you’ll deliver exceptional IT support and ensure seamless technology operations. This role provides a dynamic environment to enhance your technical expertise, problem-solving skills, and customer service acumen while contributing to impactful IT projects.
Key Responsibilities:
1. Provide first-line IT support for hardware, software, and network-related issues.
2. Resolve and document incidents using ServiceNow or similar ITSM platforms.
3. Troubleshoot and resolve issues in Windows 10 and macOS environments.
4. Manage user accounts and permissions within Active Directory, including Office 365.
5. Investigate and resolve connectivity problems like shared drive or VPN access issues.
6. Ensure adherence to IT security protocols and implement best practices.
7. Collaborate on system upgrades, deployments, and other IT initiatives.
Essential Skills and Qualifications:
1. 3-4 years of IT support experience with expertise in:
* ServiceNow or other ITSM platforms.
* Windows 10/macOS troubleshooting.
* Networking basics (TCP/IP, DNS, VPNs).
* Active Directory and Office 365 administration.
* Strong analytical, communication, and customer service skills.
* Relevant certifications such as CompTIA A+ or ITIL Foundation.
Desirable Skills:
1. Knowledge of VMware and Hyper-V.
2. Familiarity with PowerShell scripting.
3. Understanding of cybersecurity principles and ITIL practices.
4. Experience with cloud platforms like Azure or AWS.
Why Join Us?
Be part of a collaborative and innovative team that values professional growth. You’ll gain access to advanced tools and technologies, tackle meaningful challenges, and contribute to impactful projects in a supportive environment.
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