We seek a highly skilled IT Service Desk Analyst to deliver first and second-level support, ensuring seamless IT assistance.

The Role

You will provide first-level support for all IT incidents and service requests across various channels, including phone, chat, email, web portal, and self-help services. Your responsibilities will include logging, diagnosing, isolating, triaging, resolving, dispatching, and tracking incidents and service requests. You will ensure timely ticket closure and perform trend analysis to identify recurring issues while supporting O365, Windows, hardware, and basic network-related issues. Additionally, you will escalate incidents to appropriate second-level or specialized teams when necessary and contribute to the continuous improvement of service desk processes and the knowledge base.

Vereisten

• Strong experience in IT Service Desk operations and first-level support.
• Proficiency with O365, Windows, hardware, and network troubleshooting.
• Knowledge of Active Directory or SCCM.
• Experience with ServiceNow.
• Excellent communication skills for interacting with users across multiple channels.
• Strong analytical skills for ticket trend analysis and problem identification.

Nice to Have

• 1-2 Line support experience; Level 3 is advantageous.
• Customer-focused mindset with a proactive approach to problem-solving.
• Ability to work under pressure and manage multiple requests simultaneously.

Experience: 2+ years of hands-on experience in first-level IT support and service desk operations. This is a freelance position with a duration of 12 months and the possibility of extension. If you are ready to take on this challenge, we look forward to your application.