About The Role

Service Desk Analyst – below is the Job description Key Responsibilities: Technical Support: • Respond to incoming service requests via phone, email, or chat in a timely and professional manner. • Diagnose and troubleshoot hardware, software, and network issues. • Provide step-by-step instructions to resolve technical problems. • Escalate unresolved issues to higher-level support teams as needed. • Document all service requests and resolutions in the ticketing system. Customer Service: • Provide excellent customer service by maintaining a positive, empathetic, and professional attitude toward users. • Follow up with users to ensure their technical issues are resolved to their satisfaction. • Educate users on best practices and preventative measures to avoid future technical issues. System Maintenance: • Assist in the setup, configuration, and maintenance of computer systems and peripherals. • Perform routine system maintenance tasks such as software updates, backups, and security checks. • Monitor system performance and report any irregularities or potential issues. Training and Development: • Stay updated with the latest technology trends, tools, and best practices. • Participate in training sessions to improve technical skills and knowledge. • Assist in creating and maintaining user guides and technical documentation