Service Desk Analyst

Primary Function:

The Service Desk Analyst serves as the primary IT support contact for Zoro employees, responding to inquiries and resolving issues with equipment and applications. To ensure comprehensive solutions, they collaborate with specialized IT teams, leveraging the broader team's expertise when additional support is needed.

This role will be reporting to the Sr Manager, End User Computing. 

Duties and Responsibilities: 

• Act as the first point of contact for IT issues, monitoring and managing the ticketing system for both in-office and remote employees
• Provide Level 1 support for software and hardware issues, including troubleshooting laptops, mobile devices and basic connectivity problems
• Maintain excellent customer service while adhering to IT service management principles and SLAs
• Create and manage user accounts, groups, software licenses and handling password resets
• Document IT processes and provide staff training on various applications and procedures
• Collaborate with wider IT team when escalation is needed

Qualifications:

• High School diploma or equivalent, and/or 1-3 years of work experience in related field
• Familiarity with laptop and desktop hardware
• Strong customer service mindset
• Highly self-motivated and directed, with a keen attention to detail
• Team-oriented and skilled in working within a collaborative environment
• Understanding of ITIL/ITSM