Junior Service Desk Analyst

The Junior Service Desk Analyst is the first point of contact for end-users experiencing IT issues. This role focuses on logging, diagnosing, and resolving common technical problems while escalating complex issues to senior staff.

Key Responsibilities

• Serve as first line of support for incidents and service requests via phone, email, or ticketing system.
• Log and document detailed case notes in the ITSM / ticketing tool.
• Troubleshoot and resolve common hardware, software, and network connectivity issues.
• Assist with password resets, account unlocks, and user access requests.
• Perform basic setup, imaging, and deployment of desktops / laptops and peripherals.
• Escalate unresolved or complex issues to senior analysts or higher support tiers.
• Maintain excellent customer service and follow-up to ensure user satisfaction.
• Contribute to knowledge base by documenting recurring issues and solutions.

Qualifications

Preferred

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