IT Service Desk Analyst

Overview We are seeking an IT Service Desk Analyst to provide first-level technical support for end users across a global organization. This role serves as the primary point of contact for employees experiencing IT-related issues and is responsible for delivering exceptional customer service via phone, email, and chat. This position is an excellent opportunity for an entry-level IT professional to gain hands‑on experience supporting enterprise technologies within a large, global environment.

Candidates with prior Service Desk experience in an enterprise setting are also encouraged to apply.

• Provide Tier 1 technical support to end users via phone, email, and chat.
• Create, document, and manage incidents and service requests using Service Now.
• Troubleshoot and resolve common issues related to Microsoft 365 applications and services.
• Support users during ongoing Microsoft 365 migration initiatives.
• Handle user account administration tasks, including access requests and password resets.
• Provide Active Directory support, including user account management and group membership updates.
• Troubleshoot hardware, software, and basic break/fix issues.
• Assist users with SAP-related access and application support requests.
• Escalate complex issues to appropriate support teams while ensuring timely follow-up and resolution.
• Document troubleshooting steps and resolutions to maintain accurate support records.
• Deliver a high level of customer service while managing multiple priorities in a fast‑paced environment.

• Strong customer service and communication skills.
• Basic understanding of Microsoft 365 applications and services.
• Familiarity with Active Directory user administration.
• Ability to troubleshoot common desktop hardware and software issues.
• Strong problem‑solving skills and attention to detail.