Job Title: Service Desk Analyst
Location: Cincinnati, OH
Job Summary:
We are seeking a proactive and customer-focused Service Desk Analyst to provide first-level technical support to end users. The ideal candidate will handle incidents, service requests, and inquiries efficiently, ensuring minimal disruption to business operations and delivering an excellent customer experience.
Key Responsibilities:
· Act as the first point of contact for all IT-related issues via phone, email, chat, or ticketing system.
· Log, categorize, and prioritize incidents and service requests using the IT Service Management (ITSM) tool.
· Troubleshoot and resolve hardware, software, network, and application issues for end users.
· Provide remote and desk-side support for Windows, macOS, and mobile devices.
· Assist with password resets, account unlocks, and access management.
· Escalate unresolved incidents to Level 2/3 support teams following escalation procedures.
· Monitor and track open tickets to ensure timely resolution and SLA compliance.