IT Service Desk Analyst - 1st Line IT Support

Creative ITC; Texas; On-site; USD 42,000 - 65,000; Full time

Job summary

Creative ITC is seeking a Service Desk Analyst to join its US IT support team. You will triage and resolve end-user issues across hardware, software, and network domains, acting as the first contact for all IT problems. You’ll manage tickets, provide remote help, and maintain clear updates for users.

You will also help maintain knowledge bases and contribute to continuous improvement initiatives, ensuring high user satisfaction and strong SLA performance.

Qualifications

• Experience in an IT support role focused on triaging tickets and resolving end-user issues.
• Proficiency in IT service management tools and ticketing systems.
• Customer Service Expertise: Strong focus on excellent customer service, with the ability to manage expectations, maintain professionalism, and solve problems efficiently.
• Ticket Management Experience: Comfortable using IT service management tools to log, track, and prioritize tickets, ensuring timely resolution of issues.
• Strong communication skills with an emphasis on maintaining positive customer relationships.
• Experience in customer relationship management (CRM) software and task management tools.
• Excellent organizational skills, time management, and multitasking abilities.
• Analytical mindset with a problem-solving approach.

Responsibilities

• Serve as the first point of contact for users seeking technical assistance, triaging issues into categories such as hardware, software, or network problems.
• Effectively prioritize tickets based on urgency and impact, ensuring critical issues are escalated and resolved promptly.
• Provide timely updates and follow up on all open tickets, maintaining clear communication with end-users.
• Log, track, and resolve incidents within the service desk's ticketing system, ensuring accurate and timely documentation of all actions and resolutions.
• Troubleshoot and resolve common hardware/software issues remotely, or escalated to higher-level support when needed.
• Provide clear and concise instructions for resolving issues, ensuring users understand the steps taken or required to solve their problems.
• Deliver exceptional customer service focused on user satisfaction and first-contact resolution where possible.
• Handle all customer queries in a friendly, professional, and timely manner.
• Provide users with updates on ticket status and expected resolution times.
• Maintain a consistent focus on meeting SLAs for response times, resolution times, and overall service delivery.
• Track and report on the progress of tickets, escalating issues when SLAs are at risk.
• Assist in creating and maintaining internal knowledge base articles, FAQs, and troubleshooting guides to empower end-users to solve common issues on their own.
• Proactively identify opportunities to expand self-service options and reduce ticket volume.
• Identify recurring issues and suggest process improvements to reduce similar incidents in the future.
• Collaborate with the broader IT team to implement improvements and prevent future service disruptions.
• Work closely with other IT teams and departments to resolve complex issues and elevate critical incidents when necessary.
• Communicate effectively with users, providing timely updates and clear resolutions.

Skills

Customer service

Communication

Ticketing systems

CRM software

Time management

Multitasking

Technical troubleshooting

Remote support

Tools

ITSM tools

CRM software

Job description

Creative ITC is seeking a Service Desk Analyst to join its US IT support team. You will triage and resolve end-user issues across hardware, software, and network domains, acting as the first contact for all IT problems. You’ll manage tickets, provide remote help, and maintain clear updates for users.

You will also help maintain knowledge bases and contribute to continuous improvement initiatives, ensuring high user satisfaction and strong SLA performance.