IT Service Desk Analyst - Fresher/Experienced

Job Description:

The IT Service Desk Analyst provides technical support to internal and external users by addressing hardware, software, and network-related issues. They are responsible for troubleshooting and resolving incidents and service requests through phone, email, or ticketing systems in a timely and efficient manner.

Key Responsibilities:

Technical Support:

• Provide first-level technical support, troubleshooting, and diagnosing hardware, software, and network issues.
• Escalate complex or unresolved issues to the appropriate IT teams (second or third-tier support).
• Assist with password resets, access control, and user account management.

Incident and Service Management:

• Log, prioritize, and manage service requests and incidents in the ticketing system.
• Ensure timely and effective resolution of requests and incidents, meeting service level agreements (SLAs).
• Follow up on incidents to ensure they are resolved and that users are informed of progress.

System Monitoring and Maintenance:

• Monitor and maintain the performance of company systems, networks, and applications.
• Perform routine checks, updates, and patches to ensure systems' smooth operation and security compliance.

Documentation:

• Document technical procedures, FAQs, and troubleshooting guides for future reference.
• Maintain accurate records of issues and resolutions for reporting and knowledge base development.

User Training and Support:

• Provide guidance and training to users on the correct use of IT resources, tools, and systems.
• Assist in onboarding new users by setting up workstations, software, and access permissions.

Collaboration and Communication:

• Work closely with other IT teams to resolve cross-functional issues.
• Communicate effectively with end-users to understand their problems and provide clear solutions.

Skills and Qualifications:

• Education: Bachelor’s degree in Information Technology, Computer Science, or related field.
• Strong knowledge of Windows/Linux/Mac OS environments.
• Familiarity with Active Directory, Office 365, remote desktop tools, and basic networking (DNS, DHCP).
• Strong problem-solving, analytical, and communication skills.
• Ability to work under pressure and manage multiple tasks simultaneously.
• Customer service-oriented mindset.
• Certifications (preferred): CompTIA A+, ITIL Foundation, Microsoft Certified: Modern Desktop Administrator Associate, or similar.

Experience:

• 0-3 years of experience in an IT support or helpdesk role.
• Fluent in Mandarin and English (both written and spoken).

Working Hours:

24*7 shift work, on-call rotation, or extended hours depending on business needs.