IT Service Desk Analyst

The role involves providing first-level IT support to external clients, troubleshooting hardware and software issues, and maintaining detailed records through service management systems. As a part of the Alphanumeric IT Service Desk Analyst Jobs, you will handle the following responsibilities: 1) IT Support and Troubleshooting Respond to client calls, emails, and service requests professionally and promptly. Gather and document detailed information from users regarding their issues. Use remote access tools to resolve hardware, software, or login issues. Reset and unlock user accounts when needed. 2) Ticket Management and Documentation Maintain accurate and updated records of all incidents in the Service Management tool. Escalate complex issues to senior teams while ensuring thorough documentation. Update internal knowledge base with new fixes and troubleshooting tips. 3) Customer Relationship Management Ensure a pleasant experience for clients during all interactions. Educate users on IT processes and best practices when necessary. Manage multiple queries simultaneously while maintaining high service quality. 4) Compliance and Best Practices Adhere strictly to Standard Operating Procedures (SOPs). Participate in ongoing training to keep updated with tools and standards. Contribute to process improvements by suggesting enhancements to existing workflows.

Founded over 40 years ago, Alphanumeric Systems is an international leader providing technology solutions, IT support, and customer experience services across industries like healthcare, pharmaceuticals, technology, and more. Known for its employee-first approach, Alphanumeric focuses on creating flexible, inclusive, and growth-oriented workplaces. Their global delivery model ensures you work alongside talented professionals from various countries while growing your skills and advancing your career. Joining Alphanumeric means working for a company that values innovation, learning, and client success.