Service Desk Analyst

Job Title: Service Desk Analyst
Job Description
The Service Desk Analyst provides Tier 1 technical assistance and administrative support to internal employees via phone and email. This role focuses on troubleshooting basic technical issues, coordinating with network vendors, managing voicemail configurations, and documenting processes clearly so others can easily follow them. The position is ideal for someone who enjoys helping people, communicates clearly, and has experience delivering customer service in a technical support environment.
Responsibilities

+ Provide Tier 1 technical support to internal employees by phone and email, handling approximately a 50/50 split between both channels, with volume varying by day.

+ Troubleshoot basic technical issues and escalate more complex problems as needed to ensure timely resolution.

+ Identify and troubleshoot network outages, including issues with individual store internet circuits, and open trouble ticke...

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