Service Desk Analyst

The Service Desk Analyst will be responsible for providing technical assistance and support to end-users, resolving issues related to computer systems, software and hardware. As the first point of contact for all IT-related queries, the Service Desk Analyst will ensure a high level of customer satisfaction. This position is critical in fostering positive customer relationships and requires a strong customer service orientation and excellent interpersonal skills to provide effective support to a diverse population.

The Service Desk Analyst's primary focus will be to provide first-level IT support to RSI staff members, including helping them learn how to use new systems, resetting passwords and resolving other Tier 1 helpdesk issues.

What You'll Do:

• Respond to end-user requests for technical assistance, assess problems, and provide timely and effective solutions via phone, email, or in-person.
• Be an advocate for IT and InfoSec department to the organization and encourage all users to adhere to corporate IT and InfoSec policy and security best practices.
• Diagnose and resolve technical hardware and software issues, including troubleshooting computer systems, networks, and peripheral devices.
• Log all support requests and incidents in the helpdesk ticketing system, ensuring accurate documentation and timely resolution.
• Escalate unresolved issues to higher-level support teams or third-party vendors as needed.
• Install, configure, and maintain computer systems, software applications, and peripheral devices.
• Provide guidance and training to users on software applications, system functionalities, and best practices.
• Advises users on the methods, steps, and actions to resolve and avoid future issues and provides technical documentation as needed
• Monitor and manage system performance, identifying and addressing potential issues proactively.
• Assist with IT asset management, including inventory tracking and lifecycle management.
• Participate in IT projects and initiatives, contributing technical expertise and support as required.
• Stay current with industry trends, emerging technologies, and best practices in IT support and helpdesk management.

What You'll Bring:

• Associate’s or Bachelor’s degree in Information Technology, Computer Science, or a related field, or equivalent experience.
• Proven experience in Customer Service, Helpdesk Analyst or in a similar IT support role.
• Experience with O365 Applications.
• Experience with ITIL Framework and Practices
• Proficiency in troubleshooting and resolving technical issues.
• Familiarity with helpdesk ticketing systems and remote support tools.
• Excellent communication and interpersonal skills, with the ability to explain technical concepts to non-technical users.
• Strong problem-solving skills and the ability to work under pressure.
• Ability to manage multiple tasks and priorities effectively.
• Certification in CompTIA A+, Microsoft Certified IT Professional (MCITP), or similar is a plus
• Strong knowledge of popular operating systems (Microsoft Windows, Apple macOS, Linux), and software applications like (Microsoft Office, Sharepoint).
• Ability to solve hardware and software issues
• Very good mastery of English
• Excellent interpersonal skills
• Good written and verbal communication skills
• A sense of ownership and a passion for technology
• Critical thinking skills, decisive judgment and the ability to work with minimal supervision
• Able to travel occasionally both domestically and internationally