Service Desk Analyst

A company is looking for a Service Desk Analyst I.

Key Responsibilities

Provide telephone-based technical support for hardware / software incidents and service requests

Research problems and utilize resources to diagnose and resolve issues within predefined SLAs

Document and maintain Standard Operating Procedures and workflows

Required Qualifications, Training, and Education

0-2 years of experience in Technical Support or troubleshooting

Proficiency with Microsoft Office Suite and IT Service Management ticketing systems

Understanding of Active Directory and Group Policy

Minimum of an Associate's degree in IT / technical field required; Bachelor's degree preferred

Experience with ITIL framework preferred