Job Description
Description
The Senior Help Desk Analyst serves as a key member of the IT Service Desk team under the general direction of the IT Support Supervisor. This role functions as the primary point of contact for all IT incidents and service requests across the organization The analyst provides first‑line technical support, ensuring timely issue resolution, meeting service level expectations, and maintaining a strong focus on customer satisfaction and consistent service delivery. The position supports customers with hardware, software, peripherals, and account‑related issues of varying complexity. Work includes phone‑based support, workstation setup and maintenance, software installation, troubleshooting, and contributing to documentation and knowledgebase resources. A strong emphasis is placed on customer service, communication, prioritization, and accuracy.
Key ResponsibilitiesA. First-Line Technical Support (60%)
+ Respond promptly to technical assistance inquiries via phone...
The Senior Help Desk Analyst serves as a key member of the IT Service Desk team under the general direction of the IT Support Supervisor. This role functions as the primary point of contact for all IT incidents and service requests across the organization The analyst provides first‑line technical support, ensuring timely issue resolution, meeting service level expectations, and maintaining a strong focus on customer satisfaction and consistent service delivery. The position supports customers with hardware, software, peripherals, and account‑related issues of varying complexity. Work includes phone‑based support, workstation setup and maintenance, software installation, troubleshooting, and contributing to documentation and knowledgebase resources. A strong emphasis is placed on customer service, communication, prioritization, and accuracy.
Key ResponsibilitiesA. First-Line Technical Support (60%)
+ Respond promptly to technical assistance inquiries via phone...
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