Service Desk Analyst

Position Summary

The Service Desk Analyst I serves as the first point of contact for employees and customers requiring technical assistance. This position is primarily responsible for handling a high volume of inbound support calls , performing password resets and account access support , documenting incidents, and resolving basic technical issues.

The ideal candidate is customer-service oriented, comfortable working in a fast-paced call environment, and able to follow established procedures to efficiently resolve or appropriately escalate support requests.

Essential Duties and Responsibilities

• Serve as the first point of contact for users contacting the IT Service Desk by telephone, email, chat, or ticketing system.
• Handle a high volume of inbound support calls while maintaining a professional and customer-focused approach.
• Perform password resets, account unlocks, and basic user access assistance in accordance with established security and identity-verification procedures.
• Assist users with common login, authentication, and connectivity issues.
• Create, document, categorize, and update support tickets with accurate and complete information.
• Troubleshoot and resolve basic Tier 1 hardware, software, application, and access issues using established procedures and knowledge-base documentation.
• Guide users through basic troubleshooting steps in a clear and easy-to-understand manner.
• Escalate incidents and service requests to Tier 2 support or appropriate technical teams when issues cannot be resolved at the Service Desk level.
• Monitor assigned tickets and follow up with users as necessary to ensure timely resolution.
• Meet established Service Desk performance expectations, including call response, ticket documentation, resolution time, and customer service metrics.
• Maintain confidentiality of user information and comply with organizational security policies and procedures.
• Contribute to a positive, professional, and team-oriented Service Desk environment.

Required Qualifications

• High school diploma or equivalent required; associate degree or technical training preferred.
• 0–2 years of customer service, call center, help desk, or technical support experience.
• Strong verbal communication and customer service skills.
• Ability to handle a high volume of calls while maintaining accuracy and professionalism.
• Basic understanding of computers, Windows operating systems, and common business applications.
• Ability to follow established troubleshooting procedures and technical documentation.
• Strong attention to detail and ability to accurately document customer interactions.
• Ability to prioritize multiple requests and work effectively in a fast-paced environment.
• Dependable, punctual, and able to work effectively as part of a team.

Preferred Qualifications

• Previous experience in a Service Desk, Help Desk, or IT call center environment.
• Experience using an IT ticketing or service management platform.
• Familiarity with Active Directory and/or Microsoft Entra ID for password resets and account management.
• Familiarity with Microsoft 365 applications.
• Basic understanding of multi-factor authentication (MFA).
• Familiarity with ITIL-based Service Desk processes.
• CompTIA A+, ITIL Foundation, or similar entry-level IT certification is a plus but not required.

Key Competencies

• Customer Service: Provides courteous, patient, and professional assistance.
• Call Management: Effectively handles a high volume of incoming calls and maintains productivity.
• Communication: Explains technical information clearly to non-technical users.
• Problem Solving: Uses established processes to identify and resolve common issues.
• Accuracy: Carefully verifies user information and documents support interactions.
• Security Awareness: Follows identity verification and security procedures before changing credentials or providing account assistance.
• Teamwork: Collaborates effectively with other Service Desk analysts and technical support teams.

Performance Expectations

Success in this position will be measured through a combination of:

• Call volume and availability
• Password reset and first-contact resolution rate
• Ticket quality and documentation accuracy
• Average response and resolution times
• Adherence to Service Desk procedures
• Schedule adherence and dependability
• Customer satisfaction
• Appropriate escalation of technical issues