Job Summary - The Senior Service Desk Analyst serves as the initial point of contact for users contacting our IT Service Desk, delivering the highest level of customer service. This role involves applications, hardware, network, and telecommunications systems, as well as delivering essential desktop support services. The analyst will be expected to handle multiple accounts applying their expertise gained over time. Responsibilities - Promptly address incoming calls, chats, and tasks, documenting all details within our ticketing system. - Utilize a knowledge base tool, in conjunction with basic knowledge, to resolve tier 1 requests. - Educate customers through troubleshooting processes effectively. - Maintain detailed case records, documentation, ensuring cases are closed efficiently. - Exceed customer expectations by delivering exceptional customer service. Requirements - 2-4 years of technical support experience with a strong understanding of best practices and IT frameworks, such as ITIL. - Proficiency with Active Directory, network-shared printers, and Windows with shared drives experience. - A high school degree is a prerequisite for this position. - Pursuing a degree in Computer Science, Engineering, IT or equivalent working experience (nice to have).