Note: The job is a remote job and is open to candidates in USA. Solyssey is a leading IT solutions provider delivering tailored technology services, including IT support, cybersecurity, and productivity solutions. The Service Desk Analyst provides first-line technical and customer support to end users by resolving tickets, troubleshooting hardware and software issues, documenting incidents, and escalating complex problems.
Responsibilities
- Each day, the analyst will respond to and resolve support tickets, troubleshoot hardware and software issues, and assist with account access, connectivity, and application-related problems
- The role involves documenting incidents, updating knowledge base articles, and escalating complex issues to higher-level support when necessary
- The analyst will communicate clearly with users, follow established service desk procedures, and contribute to continuous improvement of support processes
Skills
- Strong Technical Support and Troubleshooting skills to diagnose and resolve user issues efficiently
- Solid Analytical Skills to interpret error messages, logs, and user reports and identify root causes
- Experience in Customer Support and Customer Service, with a focus on clear communication and empathy
- Familiarity with common operating systems, productivity tools, and remote support technologies
- Ability to manage multiple tickets, prioritize tasks, and meet response and resolution time targets
- Strong written and verbal communication skills in en\_US and attention to detail in documentation
- Experience working in a service desk or help desk environment; ITIL knowledge is an advantage
- Relevant certification (e.g., CompTIA A+, Microsoft 365 or similar) or equivalent practical experience
Benefits
- Remote work arrangement
Company Overview