The Service Desk Analyst serves as the first point of contact for IT support, providing exceptional customer service and technical assistance to employees, terminals, and corporate users. This role is responsible for resolving technology issues, fulfilling service requests, documenting incidents, and ensuring timely escalation of complex problems. The Service Desk Analyst plays a critical role in maintaining business continuity by minimizing disruptions and delivering high-quality support in accordance with established service levels and compliance requirements.
The Service Desk Analyst will work closely with Service Delivery teams, technical support groups, vendors, and end users to ensure efficient resolution of incidents and requests. This position offers opportunities for technical growth and career progression through training, certifications, and hands-on experience supporting enterprise technologies.
All Provalus employees are required to adhere to the firm's SOC 2 Type 2 compliance requirements, including participation in annual security training and adherence to information security policies and procedures.
Key Responsibilities
Service Desk Support
- Provide Tier 1 IT support for employees, terminals, and corporate users.
- Serve as the primary point of contact for inbound support requests received via phone, email, chat, and ticketing systems.
- Troubleshoot and resolve incidents at first contact whenever possible to minimize business disruption.
- Diagnoses and resolve issues related to hardware, software, operating systems, applications, network connectivity, and user access.
- Deliver professional and courteous customer service while maintaining high levels of user satisfaction.
- Create, update, and manage tickets in accordance with established processes and Service Level Agreements (SLAs).
- Fulfill service requests including password resets, access provisioning, account maintenance, hardware support, and application support.
- Ensure incidents and requests are documented completely and accurately for reporting, compliance, and knowledge management purposes.
- Monitor ticket queues and prioritize work based on urgency, impact, and established service commitments.
- Associate's degree in Information Technology, Computer Science, or related field preferred; equivalent experience considered.
- Previous experience in a Service Desk, Help Desk, Technical Support, or IT Support role preferred.
- Experience working with ticketing systems and IT service management (ITSM) tools.
- Solid understanding of computer hardware, software, operating systems, and networking fundamentals.
- Familiarity with Microsoft Windows environments and Microsoft 365 applications.
- Experience supporting user accounts, password management, and access requests.
- Knowledge of Active Directory, Okta, Citrix, remote support tools, and enterprise support technologies preferred.
- Understanding of ITIL concepts and service management best practices.
- Strong troubleshooting and problem-solving abilities.
- Excellent verbal and written communication skills.
- Exceptional customer service orientation and interpersonal skills.
- Ability to prioritize workload and manage multiple tasks in a fast-paced environment.
- Strong attention to detail and commitment to documentation accuracy.
- Ability to work independently and collaboratively within a team environment.
- CompTIA A+
- ITIL Foundation
- Microsoft Fundamentals Certifications
- Other relevant technical certifications
