Service Desk Analyst

Service Desk Analyst

We are seeking a skilled Service Desk Analyst to provide first-level technical support to end users by resolving hardware, software, and IT service issues. The ideal candidate will have strong troubleshooting skills, excellent customer service, and experience supporting Windows environments, Microsoft 365, and enterprise IT systems.

Key Responsibilities

• Serve as the first point of contact for IT support requests via phone, email, chat, and ticketing systems.
• Diagnose and resolve hardware, software, network, printer, and application-related issues.
• Install, configure, and troubleshoot Windows desktops, laptops, and peripheral devices.
• Provide support for Microsoft 365 (Outlook, Teams, Word, Excel, One Drive, SharePoint).
• Manage user accounts, password resets, and access requests using Active Directory.
• Log, prioritize, track, and resolve incidents using ITSM tools such as Service Now, Remedy, or Jira Service Management.
• Escalate complex technical issues to Level 2/Level 3 support teams when necessary.
• Support VPN, remote access, Wi-Fi, and basic network connectivity issues.
• Perform software installations, system updates, and workstation deployments.
• Maintain accurate documentation of incidents, resolutions, and knowledge base articles.