We are seeking a skilled and customer-focused Service Desk Analyst to provide first-line technical support to end users across the organization. The ideal candidate will have strong troubleshooting skills, excellent communication, and the ability to deliver high-quality service in a fast-paced IT environment.
Key Responsibilities
- Serve as the first point of contact for all IT-related incidents, requests, and inquiries via phone, email, chat, and ticketing tools.
- Diagnose and resolve hardware, software, network, and application issues within defined SLAs.
- Install, configure, and support desktops, laptops, mobile devices, and peripherals.
- Manage user accounts, permissions, and access rights (Active Directory, O365, Exchange, etc.).
- Support Microsoft Office 365, Windows OS, VPN, and common business applications.
- Log, track, and update all incidents and service requests using ITSM tools.
- Escalate unresolved issues to Level 2/3 or relevant teams as needed.
- Maintain accurate documentation, SOPs, and knowledge base articles.
- Assist with onboarding/offboarding, device setup, and system provisioning.
- Ensure high customer satisfaction through professional and timely communication.
Required Skills & Qualifications
- 2–4 years of experience in a Service Desk / IT Support role.
- Strong troubleshooting skills with Windows OS, O365, hardware, and networking fundamentals.
- Experience with ticketing systems (ServiceNow, Jira, Remedy, Freshservice, etc.).
- Knowledge of Active Directory, MFA, VPN, and remote support tools.
- Excellent verbal and written communication skills.
- Ability to multitask, prioritize, and work under pressure.
- Customer-centric mindset and problem‑solving attitude.
Preferred Qualifications
- IT certifications such as CompTIA A+, Network+, ITIL Foundation, or equivalent.
- Experience supporting hybrid/remote workforce.
- Basic knowledge of SCCM, Intune, or MDM solutions.
Soft Skills
- Strong interpersonal skills and a proactive approach
- Ability to work independently and as part of a team
- Professional, polite, and calm under pressure
Seniority level
Employment type
Job function
Industries
- IT Services and IT Consulting
