Help Desk Analyst I

We are looking for a dedicated Help Desk Analyst I to provide exceptional technical support and customer service. In this role, you will play a key part in addressing and resolving IT-related issues while maintaining an attentive and efficient approach.

Responsibilities:

• Monitor and respond to incoming tickets and alerts using the ServiceNow system.
• Accurately document customer interactions, ensuring all details are recorded with precision and clarity.
• Update tickets in alignment with established Service Level Agreements (SLAs).
• Follow organizational guidelines related to incident, problem, change, and knowledge management processes.
• Escalate complex issues to higher-level support when necessary.
• Provide detailed documentation of customer impact, resolution steps, and ticket prioritization according to policies.
• Manage incident recovery and monitor performance metrics, ensuring data accuracy in reports.
• Offer after-hours support, including nights and weekends, as part of structured on-call responsibilities.
• Maintain clear and effective communication with customers throughout all interactions.
• Collaborate closely with team members, partners, and internal staff to achieve shared goals.