Job Description
Position Summary
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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.
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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.
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Essential Duties and Responsibilities
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- 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.
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Required Qualifications
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- 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.
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Preferred Qualifications
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- 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.
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Key Competencies
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- 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.
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Performance Expectations
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Success in this position will be measured through a combination of:
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- 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
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