IT Service Desk Analyst

The IT Service Desk Analyst will provide first and second line technical support to external clients and internal staff. The successful candidate will require an aptitude for working with applicationssystems to undertake analysis, diagnosis and resolution of staff problems, which may range from straightforward to more complicated technical issues. This candidate will also “bridge” any gaps between Operations and IT. Coverage includes internal and external websites, mobile applications, and communications fromto client sites. Responsibilities Act as a point of contact for phone calls and emails from clients and staff regarding IT issues and queries Escalate unresolved to appropriate IT personnel Take ownership of problems and follow up until resolved Publish support documentation to assist staff with requests for information and provide staff training if required Conduct testing of company’s equipment and software applications Requirements Excellent communication skills Excellent organizational skills Good attendance Strong investigative and troubleshooting skills General knowledge of Windows operating systems and applications 2 years of business experience