IT Service Desk Analyst Job Description Sample Template

JOB TITLE:

  • IT Service Desk Analyst

DUTIES and RESPONSIBILITIES:

  • Ensures the end-to-end customer experience and provides a single point of contact for the customer.
  • Analyzes and resolves incidents and requests regarding the use of application software or hardware.
  • Logs and tracks incidents and requests from identification through resolution via the ITSM tool.
  • Escalate unresolved calls to appropriate internal staff or third-party vendors.
  • Troubleshooting IT-related incidents from software to hardware, such as Laptops, PCs, iPads, smartphones (iPhone, Android), and printers and owning them to resolution.
  • Creates a positive customer support experience and builds strong relationships through deep problem understanding, ensuring timely resolution or escalation, communicating promptly on progress, and handling customers with a consummately professional attitude.
  • Create and maintain documentation and training for end-users, assist with the creation of Knowledge Base articles for the Service Desk, and documentation for IT coworkers (new equipment procedures, fixes, etc.)
  • Provide On-Call after-hours support on a rotating schedule with other team members.
  • Occasionally visiting retail stores and grow/manufacturing facilities for general maintenance and incident response.
  • Maintaining an Asset Database and track changes.
  • Other duties as assigned by IT department leadership.

EXPERIENCE and QUALIFICATIONS:

  • 2+ years experience in an IT role preferred.
  • Strong knowledge of Microsoft cloud-based applications (Office 365 Admin Portal, Azure, SharePoint, Exchange, OneDrive, and Project).
  • Microsoft Certified Systems Engineer designation preferred.
  • Exemplary customer service and interpersonal skills.
  • Collaborative and team-oriented spirit.
  • Excellent communication skills, both written and verbal. 
  • Strong ability to walk users through fixes and explain concepts to users who have different levels of IT familiarity.
  • Must be a minimum of 21 years of age
  • Must be approved by a state badging agency to work in the cannabis industry.
  • Must be and remain compliant with all legal or company regulations for working in the industry.
  • Must pass any and all required background checks.
  • Must possess a valid driver’s license.

PHYSICAL DEMANDS:

  • The physical demands, work environment factors, and mental functions described below are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.
  • While performing the duties of this job, the employee is regularly required to talk and hear. 
  • This employee is frequently required to stand, walk, use hands or feet, and reach with hands and arms.
  • May be required to lift a minimum of 50 pounds.
  • Ability to travel 10-20% of the time required.