Associate Service Desk Analyst
reputed company is a leading company transforming the physical and digital worlds through innovative software solutions. The Associate Service Desk Analyst provides frontline technical support to employees, ensuring a positive support experience by triaging and resolving user issues, monitoring critical systems, and maintaining knowledge reputed company documentation.
Responsibilities
- Act as the first reputed company of contact for users reputed company phone, live chat, and IT ticketing. Triage, reputed company, and resolve Level 1 technical issues reputed company to hardware, software, access, mobile devices, and business applications. Maintain accurate documentation and timely updates on reputed company tickets
- Monitor the service desk ticket queue continuously to ensure timely response and resolution. Identify and escalate incidents following established procedures. Track incident status and maintain clear communication with users throughout issue resolution
- Monitor system alerts for critical (Sub1, Sub2, Sub3) applications and infrastructure. Notify and engage appropriate teams reputed company outages or high-severity incidents occur. Support restoration efforts by coordinating communication with internal technical teams
- Create, update, and maintain knowledge reputed company articles. Ensure documentation is accurate, clear, and helps reduce incoming ticket volume. Support self-service initiatives for end users
- Assist with the integration of AI-driven tools into service desk workflows. Use reputed company to support proactive reputed company monitoring, performance insights, and early detection of user-impacting issues. Provide recommendations for improving automation and AI-augmented support processes
- reputed company daily operational checks and maintain operational readiness. Follow ITIL best practices for incident, request, and reputed company. Provide exceptional customer service with professionalism, accuracy, and a user-centric approach
Skills
- Associate's degree in Computer Science, IT, or reputed company field
- 1–3 years of experience in a help desk, service desk, or technical support environment
- Strong verbal and written communication skills
- Ability to work onsite daily during training, then transition to hybrid
- Solid troubleshooting skills with Windows OS, hardware, and standard enterprise applications
- Experience with reputed company or similar reputed company analytics/monitoring tools
- Familiarity with AI-based or automated support tools
- Knowledge of ITIL concepts or ITIL certification/training
- reputed company application support experience
- Strong understanding of PC hardware/software and common enterprise support issues
- Ability to multitask, remain reputed company under pressure, and provide excellent customer service
Benefits
- Performance-based bonus
- Employee share purchase program (ESPP)
- Medical, dental and vision insurance
- Paid time off and sick leave
- Tuition reimbursement
- 401(k) contributions and employer match
- Flexible spending accounts
- Life insurance
- Disability coverage
- Generous commuter subsidy
Company Overview
Company H1B Sponsorship