The Service Desk Analyst is the first point of contact for IT support, ensuring top-notch customer service. This senior role involves managing multiple accounts, troubleshooting tier 1 issues, and escalating complex cases to higher support levels. The analyst supports applications, hardware, networks, and telecom systems while maintaining detailed documentation. Key Responsibilities Manage and assign IT support tickets. Assist users with troubleshooting and issue resolution. Escalate unresolved problems to tier 2 or 3 teams. Ensure customer satisfaction through follow-ups. Maintain accurate documentation and update knowledge base articles. Stay updated on IT products, policies, and best practices. Requirements Experience (2-4 years) in IT support, ticket management, and customer service. ITIL knowledge is a plus. Technical Skills: Windows, shared drives, network printers, and cable/internet provider support. Education: High school diploma required; pursuing a degree in IT or related field is a plus. Personal & Language Skills Key Traits: Results-driven, ethical, innovative, collaborative, analytical, adaptable, and a continuous learner. Languages: Fluent in English & Spanish (B2+ level or higher). #J-18808-Ljbffr