About the Role: We are seeking a reliable and customer-focused Service Desk Analyst to join our support team. In this role, you will be the first point of contact for users needing assistance via phone. You will provide basic troubleshooting, log incidents, and escalate issues when necessary. This is an excellent opportunity for someone looking to start a career in IT support. There are a number of different shift options for this role, so flexibility is required. Key Responsibilities: Answer incoming support calls and assist users with basic IT issues Record all calls, issues, and requests in the ticketing system Perform first-level troubleshooting for common hardware, software, and connectivity issues Follow documented procedures and scripts to resolve or escalate issues Ensure users are updated with the status of their requests Escalate unresolved or complex issues to the appropriate support teams Maintain professionalism and a high level of customer service at all times Qualifications: Basic understanding of computer systems and software (Windows, MS Office, etc.) Excellent verbal communication and listening skills Customer service oriented with a polite and helpful attitude Ability to follow instructions and learn new systems quickly High school diploma or equivalent required Prior experience in a service desk or call center environment is a plus, but not required For more information, please contact Alice Armstrong at Hayward Hawk.