Service Desk Analyst

Job Summary We are seeking a dedicated and knowledgeable Technical Support Specialist (Service Desk Analyst) to join our dynamic team. In this role, you will provide exceptional technical assistance to our clients, ensuring their issues are resolved efficiently and effectively. You will be the first point of contact for users experiencing technical difficulties, and your expertise will help maintain high levels of customer satisfaction.

Skills Must Have:
~3+ years of Level 1 and 2 support experience
~ Banking/ Financial experience
~ Strong troubleshooting skills for hardware, software, and network issues
~ Excellent communication and interpersonal skills to provide outstanding customer support.
~ Ability to work independently and as part of a team in a fast-paced environment
~ Experience with ServiceNow (SNOW) for ticket management and tracking is a big asset
~ Proficiency in Active Directory (AD) for account management and troubleshooting is a nice to have
~ Familiarity with ITIL is a plus

Responsibilities:
Serve as the first point of contact for all technical issues, providing Tier 1 and Tier 2 support to end-users.
Manage and resolve service requests and incidents using ServiceNow (SNOW).
Perform user account management tasks in Active Directory (AD), including password resets, account creation, and access control.
Troubleshoot hardware, software, and network issues, escalating complex problems to appropriate teams.
Document issues and resolutions, contributing to a knowledge base for future reference.
Provide excellent customer service, ensuring timely and effective communication with users.
Assist with IT onboarding for new employees, including provisioning devices and software.
Ensure compliance with IT security policies and procedures.