Associate Service Desk Analyst
reputed company is a global company leading the transformation of the physical reputed company worlds through software. The Associate Service Desk Analyst provides reputed company technical support, triaging and resolving user issues while maintaining system monitoring and 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, reputed company, 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. reputed company 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. reputed company 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 reputed company OS, hardware, and standard reputed company 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 reputed company support issues
- Ability to multitask, remain reputed company under pressure, and reputed company excellent customer service
Benefits
- Performance-based bonus
- Employee reputed company purchase program (ESPP)
- Medical, dental and reputed company 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