Service Desk Analyst

Are you a driven individual with a passion for providing excellent customer service and problem-solving? Our client is a leading company in the Houston area and is looking for a talented Service Desk Analyst to join their team as a full-time employee. As a Service Desk Analyst, you will be responsible for providing first-line support to end-users, ensuring that all incidents and requests are logged, diagnosed, and resolved or escalated as necessary. You will also be responsible for monitoring, maintaining, and supporting the company's IT infrastructure and ensuring that all IT services are delivered in accordance with service level agreements. Responsibilities: Providing first-line support to end-users via phone, email, and in-person Ensuring that all incidents and requests are logged, diagnosed, and resolved or escalated as necessary Maintaining and supporting the company's IT infrastructure, including servers, network devices, and software applications Ensuring that all IT services are delivered in accordance with service level agreements Monitoring IT systems and responding to alerts in a timely manner Performing routine maintenance tasks, including system backups and patching Documenting all IT-related activities in a timely and accurate manner Identifying areas for improvement and making recommendations to management Providing training and support to end-users as required Skills: Strong customer service and problem-solving skills Excellent verbal and written communication skills Knowledge of IT service management frameworks such as ITIL Familiarity with ticketing systems such as ServiceNow or Remedy Experience with Windows desktop operating systems Understanding of network fundamentals and TCP/IP Familiarity with Active Directory and Group Policy Ability to work effectively in a team environment Willingness to learn new technologies and tools Qualifications: Bachelor's degree in Computer Science or related field 2+ years of experience in a similar role ITIL Foundation certification is preferred Experience with remote desktop support tools such as TeamViewer or Remote Desktop Connection Familiarity with mobile device management (MDM) solutions If you are a self-motivated individual with a passion for customer service and IT support, we encourage you to apply for this exciting opportunity!