The Global Service Desk Analyst role is to aid the organization?s ability to maintain a productive end-user technology environment by ensuring all provided hardware and software assets are fully functional. This position will provide technical support for equipment such as computers, printers and IP phones along with associated software components.

 Key Responsibilities:

1.     Respond to inquiries from users via phone, email, or chat, and provide guidance and solutions to technical problems.

2.     Log all support requests and issues in ticketing system and track their progress to ensure timely resolution.

3.     Escalate complex or unresolved issues to appropriate teams or senior technical staff for further investigation and resolution.

4.     Provide training and guidance to users on how to use software applications, troubleshoot common issues, and improve their technical skills.

The above statements are intended to indicate the general nature and level of work being performed by employees within this classification.  They are not intended to be an exhaustive list of all responsibilities, duties and skills required of employees assigned to this job.  Employees in this job may perform other duties as assigned.

 Qualifications:

·       Tertiary level qualification in Information Technology, Computer Science or related discipline.

·       1+ years? experience in IT Service Desk Delivery.

·       IT professional certifications such as CompTIA A+ and Network+ preferred but no essential.