The Service Desk Analyst will provide frontline technical support to end users across all PS Logistics companies by triaging, diagnosing, and resolving a wide range of issues related to endpoint devices, software applications, and connectivity. This role involves responding to support requests via the ticketing system, phone, email, and in-person, with a strong focus on customer service, professionalism, and clear communication. The analyst is expected to take full ownership of assigned tickets from initial report through resolution, ensuring timely updates and follow-through in alignment with established service level agreements (SLAs). In addition to daily support, the analyst will participate in regularly assigned IT projects, supporting initiatives across various systems and processes. These project experiences are not only valuable to the company but also serve as an opportunity to develop broader skills and demonstrate potential for future roles within the IT team. Responsibilities include fulfilling requests for new equipment and software, investigating root causes to reduce recurring issues, and collaborating with other IT teams to resolve broader system or application problems. The analyst will maintain accurate inventory records of IT equipment, tracking assets both in-office and in the field. They will also gather detailed hardware and software requirements from end users and escalate those needs to the appropriate internal team members responsible for procurement and vendor coordination.
