This document describes the role and responsibilities of a Service Desk Analyst position. The analyst will be responsible for handling all incoming IT support issues via phone, email, or in person to ensure they are resolved in a timely manner. Duties include diagnosing and troubleshooting technical problems, communicating with customers, and escalating issues when needed. Candidates should have strong technical skills and experience working in an IT support role, as well as excellent communication and organizational abilities to handle a high volume of requests from customers. A customer-focused work ethic and the ability to work well under pressure are also required.