Senior ICT Service Desk Analyst

As an Associate at Zelis, you will play a crucial role in providing technical support and assistance to end users within the organization. Your responsibilities will include troubleshooting and resolving hardware, software, and network issues, maintaining system performance, and ensuring timely resolution of IT service requests and incidents. To excel in this role, you should possess strong technical skills, excellent customer service abilities, and the capacity to efficiently handle multiple tasks. Key Responsibilities: - Provide first and second-line support for hardware, software, and network issues. - Assist users with software installations, upgrades, and troubleshooting. - Log, track, and manage incidents and service requests using the IT Service Management (ITSM) tool. - Perform routine maintenance and updates on IT systems and equipment. - Monitor system performance and security, addressing vulnerabilities or issues. - Assist with backups, disaster recovery planning, and data restoration efforts. - Identify and suggest improvements to IT processes and workflows. - Stay up-to-date with the latest technology trends and advancements. - Participate in training and development opportunities to enhance technical skills. Qualifications Required: - Bachelor's degree in information technology, Computer Science, or a related field preferred. - Certifications such as CompTIA A+, ITIL, Microsoft Certified are advantageous. - 5+ years of experience in technical support or service desk role. - Proven experience in troubleshooting hardware, software, and network issues. - Strong knowledge of Windows and Mac operating systems. - Familiarity with network technologies and proficiency in using ITSM tools and remote support software. At Zelis, we are committed to championing diversity, equity, inclusion, and belonging in all aspects of our operations. We create an environment where individuals can bring their authentic selves to work. We value diversity and ensure that all qualified applicants receive equal consideration for employment opportunities. If you require accessibility support during the application and/or interview process due to a disability, please email [HIDDEN TEXT]. As an Associate at Zelis, you will play a crucial role in providing technical support and assistance to end users within the organization. Your responsibilities will include troubleshooting and resolving hardware, software, and network issues, maintaining system performance, and ensuring timely resolution of IT service requests and incidents. To excel in this role, you should possess strong technical skills, excellent customer service abilities, and the capacity to efficiently handle multiple tasks. Key Responsibilities: - Provide first and second-line support for hardware, software, and network issues. - Assist users with software installations, upgrades, and troubleshooting. - Log, track, and manage incidents and service requests using the IT Service Management (ITSM) tool. - Perform routine maintenance and updates on IT systems and equipment. - Monitor system performance and security, addressing vulnerabilities or issues. - Assist with backups, disaster recovery planning, and data restoration efforts. - Identify and suggest improvements to IT processes and workflows. - Stay up-to-date with the latest technology trends and advancements. - Participate in training and development opportunities to enhance technical skills. Qualifications Required: - Bachelor's degree in information technology, Computer Science, or a related field preferred. - Certifications such as CompTIA A+, ITIL, Microsoft Certified are advantageous. - 5+ years of experience in technical support or service desk role. - Proven experience in troubleshooting hardware, software, and network issues. - Strong knowledge of Windows and Mac operating systems. - Familiarity with network technologies and proficiency in using ITSM tools and remote support software. At Zelis, we are committed to championing diversity, equity, inclusion, and belonging in all aspects of our operations. We create an environment where individuals can bring their authentic selves to work. We value diversity and ensure that all qualified applicants receive equal consideration for employment opportunities. If you require accessibility support during the application and/or interview process due to a disability, please email [HIDDEN TEXT].