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Service Desk Analyst

Posted 22 days ago

  • Expiry Date: 03 June 2022
  • Referral:

Job Description:

  • Provide hardware / software / network problem diagnosis / resolution via telephone/email/chat for customer’s end users                   

  • Route problems to internal 2nd and 3rd level IT support staff.                 

  • Coordinate and manage relationships with vendors and support staff that provide hardware / software / network problem resolution.                   

  • Administer and provide User account provisioning.  

  • Use the Incident Management System to document and manage problems and work requests and their respective resolutions and circumvention's.              

  • Responds to telephone calls, email, instant messages, and assigned tickets from users; Assign work orders / incidents to appropriate support teams and follow up until closure.                      

  • Respond to, and diagnose, problems through discussions with users, including problem recognition, logs, research, isolation, resolution, and follow-up steps; Provide level 1 remote desktop support and perform other activities based on SOPs.                          

  • Perform user account management activities.                    

  • Escalate complex problem to appropriate support specialists.                   

  • Responsible for activities relating to the evaluation, analysis, and setup of PC-based software products (e.g., word processors, spreadsheets,                 

  • presentation graphics, database management systems, electronic mail, and communications). 

  • Troubleshoot client software and basic network connectivity problems.                      

  • Identify, evaluate and prioritize customer problems and complaints.                    

  • May train users and operators on a limited basis and/or may write training procedures.             

  • Participate in on-going training and departmental development.                   

  • Routine maintenance updates with other IT staff and business units.                            

  • Provide all required documentation including standards, configurations and diagrams and Provide knowledge transfer of EUC operations.

Technical Requirements:

  • Phone support experience necessary and Technical helpdesk or technical call center experience is necessary.

  • Disciplined, systematic problem solving skills required.

  • Hands-on work experience with the following:             

  • Windows Operating systems. 


  • Windows7, Windows Vista, Windows XP, Windows 2000.


  • Windows 2000, Windows 2003, Windows 2008,

  • Knowledge of Active Directory, Exchange 2003/2007.

  • ITSM ticketing tool Service Now.     

  • User account creation for Active Directory, Exchange Mailboxes, Distribution lists.

  • Remote desktop connectivity applications like SMS, Bomgar, WebEx, Live Meeting, and Windows Native tools.

  • MS Office Suite (XP, 2003, 2007): MS-Word, MS-Excel, MS-PowerPoint, MS-Outlook, MS Project, and MS Visio.

  • Internet browsers (e.g. Explorer, Chrome, Firefox).

  • VPN and remote dial-in users.

  • Support for laptop, desktops, and printers.      


  • Adobe Acrobat and other common desktop applications like Winzip, etc.

About ASK: ASK Consulting is an award-winning technology and professional services recruiting firm servicing Fortune 500 organizations nationally. With 5 nationwide offices, two global delivery centers, and employees in 42 states-ASK Consulting connects people with amazing opportunities.

ASK Consulting is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all associates.