Job Description

Summary

As a Service Desk Analyst, you will be a technical leader within the Service Desk team, providing escalated support from ServiceNow tickets and contributing to process improvements. You will utilize your deep technical knowledge and problem-solving skills to diagnose and resolve complex issues related to hardware, software, network connectivity, and other IT systems. You will also play a key role in developing and maintaining knowledge base articles and training materials.

Your role in our mission

  • Provide advanced technical support via phone, email, and chat, handling support requests from other Service Desk agents.

  • Lead troubleshooting efforts for complex technical problems.

  • Participate in an afterhours and weekend On Call rotation.

  • Log and track all support requests in our ticketing system, ensuring accurate and detailed documentation.

  • Develop and maintain knowledge base articles, FAQ...

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