IT Service Desk Analyst

Reporting to the Service Desk Manager, the IT Service Desk Analyst will provide efficient and accurate technical support to end users across the organization. The incumbent will serve as the first point of contact for IT-related issues, troubleshoot hardware and software problems, escalate unresolved incidents when necessary, and ensure excellent customer service standards are consistently maintained.

· Provide first-level technical support and resolve user issues in a timely and professional manner

· Respond to help desk requests via phone, email, and ticketing systems

· Troubleshoot hardware, software, printer, and network-related issues

· Escalate unresolved incidents to the appropriate support teams when required

· Track, document, and manage incidents through to resolution

· Guide users through step-by-step problem-solving processes

· Maintain accurate records of tickets, inventory, assets, and vendor information

· Configure, install, and support desktops, laptops, printers, and peripheral devices

· Assist with user account management, password resets, and access requests

· Support Microsoft Office/Microsoft 365 applications and standard business systems

· Ensure incidents and service requests are resolved in accordance with established service levels

· Follow up with users to ensure issues have been fully resolved and customer satisfaction is achieved

· Recommend process improvements and procedure modifications where necessary

· Maintain and expand knowledge of help desk processes, systems, products, and services

· Assist in maintaining physical IT infrastructure and equipment inventory

· Deliver exceptional customer service while maintaining professionalism at all times

· Assist in the preparation of departmental reports and performance metrics as required

· Support ongoing IT projects and initiatives where applicable

· Perform other related duties assigned by the Service Desk Manager

· Strong customer service and communication skills

· Excellent troubleshooting and problem-solving abilities

· Ability to multitask and prioritize workload effectively

· Working knowledge of help desk software, remote support tools, and ticketing systems

· Familiarity with Windows operating systems, Microsoft Office/Microsoft 365, active directory and basic networking concepts

· Strong understanding of computer hardware, software, and peripheral support

· Ability to work independently and collaboratively within a team environment

· Good organizational and documentation skills

· Commitment to continuous learning and professional development

· Minimum of two (2) years of related IT support or help desk experience

· Relevant IT certifications such as CompTIA A+, Network+, or ITIL are considered an asset

· Experience servicing computers, printers, and related hardware is advantageous

· Experience using ticketing systems such as Jira, Confluence or similar platforms is preferred

· Proficiency in spoken and written English