Service Desk Analyst (Nights)

Night Shift Service Desk Analyst

As a Night Shift Service Desk Analyst, you'll be the guardian of our clients' digital infrastructure during the hours of the night. From troubleshooting technical issues to providing timely resolutions, you'll be the lifeline for users facing IT challenges outside of regular business hours. Armed with your technical expertise and a customer-centric approach, you'll field incoming calls and emails, triage support requests, and escalate critical issues as needed. This role isn't just about fixing problems; it's about delivering peace of mind to our clients and ensuring that their operations remain uninterrupted, even while the rest of the world sleeps.

Key Responsibilities:

• Serve as the primary point of contact for clients seeking technical assistance during night shift hours.
• Respond promptly to support requests via phone, email, or ticketing system, providing troubleshooting and resolution for hardware, software, and network issues.
• Prioritize and escalate critical incidents to appropriate technical teams for expedited resolution.
• Perform remote troubleshooting through diagnostic techniques and relevant tools to identify and resolve technical issues.
• Document all support interactions, including steps taken and solutions provided, to maintain accurate records and facilitate knowledge sharing.
• Monitor system alerts and performance indicators to proactively identify and address potential issues before they escalate.
• Collaborate with cross-functional teams to implement and maintain ITIL best practices and service level agreements.
• Provide clear and concise communication to end-users regarding the status of their support requests and any relevant updates.

Qualifications:

• 2+ years of experience in a technical support role, preferably in a service desk environment.

• Happy to work night shift hours.

• Strong knowledge of Windows and Mac operating systems, Microsoft Office Suite, and common business applications.
• Familiarity with ITIL principles and best practices for incident management and service delivery.
• Excellent communication and interpersonal skills, with a focus on delivering exceptional customer service.
• Ability to work independently and prioritize tasks in a fast-paced, high-pressure environment.

Are you ready to be the hero of the night and join a team that's dedicated to keeping the digital world running smoothly 24/7? Then we want to hear from you! Please submit your resume today!