Provalus - Provalus Service Delivery

As a Service Desk Support Analyst at Provalus, you will be joining our dedicated team of IT professionals who provide technical support and assistance to our clients. Your primary function will be to troubleshoot and resolve technical issues reported by end-users, ensuring their productivity and satisfaction. Your role is crucial to Provalus as you will be the first point of contact for our clients, representing our commitment to delivering exceptional customer service and technical expertise.

Responsibilities:Provide first-level technical support to end-users via phone, email, or chat, ensuring timely and effective resolution of their technical issues.Diagnose and troubleshoot hardware, software, and network problems, escalating complex issues to the appropriate teams when necessary.Document and track all support incidents and requests in our ticketing system, ensuring accurate and detailed records of each interaction.Collaborate with other IT teams to identify and implement solutions to recurring technical issues, contributing to the continuous improvement of our support processes.Assist in the deployment and configuration of new hardware and software, ensuring smooth transitions and minimal disruption to end-users.Stay up-to-date with the latest technology trends and advancements, continuously expanding your technical knowledge and skills.Requirements:Bachelor's degree in Computer Science, Information Technology, or a related field.Proven experience in providing technical support in a service desk or help desk environment.Strong knowledge of Windows and Mac operating systems, as well as Microsoft Office Suite.Familiarity with Active Directory, network protocols, and remote desktop tools.Excellent problem-solving and communication skills, with the ability to explain technical concepts to non-technical users.Customer-focused mindset, with a passion for delivering exceptional service and support.Ability to work independently and collaboratively in a fast-paced, deadline-driven environment.