SKILLEDGUYANESE.COM Service Desk Analyst
Job Location
Description
The Service Desk Analyst serves as the primary point of contact for users requiring technical assistance with IT systems, applications, hardware, and services. The successful candidate will manage incidents and service requests, troubleshoot technical issues, coordinate escalations, and ensure timely resolution in accordance with established service level agreements (SLAs). The ideal candidate demonstrates strong customer service skills, technical troubleshooting abilities, and experience working within an IT service management environment.
Requirements
· Diploma or bachelor's degree in Information Technology, Computer Science, or a related discipline; equivalent experience may be considered.
· Previous experience in an IT support or service desk environment; 2+ years is preferred.
· Working knowledge of Microsoft Windows operating systems and Microsoft 365.
· Basic understanding of Active Directory and user account administration.
· Understanding of networking fundamentals, including TCP/IP, DNS, DHCP, and VPN connectivity.
· Familiarity with IT service management platforms such as ServiceNow, Jira Service Management, or similar tools.
· Experience with remote support and troubleshooting tools.
Responsibilities
· Serve as the first point of contact for users reporting IT incidents and requesting technical assistance.
· Log, categorize, prioritize, and manage incidents and service requests through the IT service management platform.
· Troubleshoot hardware, software, operating system, application, and connectivity issues.
· Provide support for Microsoft Windows, Microsoft 365, email, printers, and other enterprise applications.
· Assist users with password resets, account lockouts, access requests, and basic Active Directory administration.
· Perform initial diagnostics and determine appropriate escalation paths for unresolved incidents.
· Monitor incident queues and ensure tickets are addressed within established SLAs.
· Communicate incident updates, resolutions, and service interruptions to affected users.
· Escalate complex technical issues to appropriate infrastructure, network, application, or security teams.
· Maintain accurate incident records, troubleshooting notes, and knowledge base documentation.
· Identify recurring issues and contribute to problem management and continuous improvement initiatives.
C.R.A Guyana
Overview
Computer Resources of America (CRA) is an award-winning information technology solutions and managed services provider with more than 30 years of experience delivering innovative technology solutions to businesses and organizations. Headquartered in New York, CRA specializes in helping organizations optimize their IT infrastructure, strengthen cybersecurity, improve operational efficiency, and leverage technology to support their business objectives.
Through it's success with it's clients, CRA has expanded it's managed services to Guyana in 2023 under the name CRA Guyana to support their growing client base.
CRA provides a comprehensive portfolio of IT services, including Managed IT Services, Cybersecurity, Cloud Computing, IT Consulting, IT Staffing, and Regulatory Compliance. Its solutions are designed to support organizations of varying sizes, particularly mid-sized businesses, financial institutions, government agencies, and nonprofit organizations.
With a strong focus on proactive IT management, security, and technology modernization, CRA helps clients minimize operational disruptions, protect critical business information, and maintain reliable and scalable IT environments. The company combines technical expertise, strategic consulting, and ongoing support to deliver solutions aligned with each client's operational requirements and long-term business goals.
CRA has developed particular expertise in supporting industries with complex technology and regulatory requirements, including financial services and legal organizations. Its approach emphasizes tailored technology strategies, regulatory readiness, infrastructure reliability, and continuous improvement.
Through its longstanding industry experience, technical capabilities, and commitment to customer service, Computer Resources of America positions itself as a strategic technology partner, helping organizations navigate evolving IT challenges while maximizing the value of their technology investments.