Service Desk Analyst

The Role
The IT Service Desk Analyst will provide technical support to GTI staff. The successful candidate is a highly motivated, dedicated, personable, flexible, highly experienced IT team member who facilities support requests placed by our employees located in retail, cultivation, and offices. The candidate must be able to work independently on a team, and on multiple projects with minimal supervision.
Responsibilities
Ensures the end-to-end customer experience and provides a single point-of-contact for the customer.
Analyzes and resolves incidents and requests regarding use of application software or hardware.
Logs and tracks incidents and requests from identification through resolution via ITSM tool (Freshservice).
Escalate unresolved calls to appropriate internal staff or third-party vendors
Creates a positive customer support experience and builds strong relationships through deep problem understanding, ensuring timely resolution or escalation, communicating promptly on progress, and handling customers with a consummately professional attitude.
Create and maintain documentation and training for end users, assist with creation of Knowledge Base articles for the Service Desk, and documentation for IT coworkers (new equipment procedures, fixes, etc.)
Troubleshooting of IT related incidents from software to hardware, such Laptops, PCs, iPads, smartphones (iPhone, Android), printers and owning them to resolution.
Ability to listen first and then respond, often explaining and translating technical solutions to non-technical users
Innate desire to continually learn and grow, as well eagerly share knowledge
Exemplary customer service and interpersonal skills