IT Service Desk Analyst

Position Summary

The Service Desk Analyst serves as the first point of contact for employees seeking technical assistance and support. This role is responsible for delivering exceptional customer service while troubleshooting and resolving Tier 1 technical issues in a fast-paced enterprise environment. The analyst will manage incidents from initial intake through resolution, ensuring timely communication, accurate documentation, and a positive end‑user experience.

The ideal candidate is highly customer-focused, possesses strong troubleshooting skills, and demonstrates the ability to manage multiple priorities while maintaining ownership and accountability for support requests. Participation in an on‑call rotation may be required to support business operations outside of standard working hours.

• Provide first-level technical support to employees via phone, email, chat, and ticketing systems.
• Serve as the primary point of contact for end‑user support requests and technical issues.
• Diagnose, troubleshoot, and resolve Tier 1 hardware, software, network, and mobile device issues.
• Create, document, update, and manage incident and service request tickets throughout the support lifecycle.
• Take ownership of assigned tickets and drive them to resolution, ensuring timely follow‑up and communication with end users.
• Escalate complex issues to appropriate support teams while maintaining ownership and monitoring progress through closure.
• Track and prioritize support requests according to established service level agreements (SLAs).

• Deliver a high level of customer service while maintaining professionalism and empathy during all interactions.
• Communicate technical information clearly to users with varying levels of technical expertise.
• Provide regular status updates to users regarding open incidents and requests.
• Build positive relationships with employees and internal support teams to ensure efficient issue resolution.

• Document troubleshooting steps, root cause analysis, and resolutions within the ticketing system.
• Create, maintain, and enhance knowledge base articles, support documentation, and user guides.
• Identify recurring issues and contribute to self‑service resources to reduce ticket volume and improve end‑user productivity.
• Follow established IT service management procedures and documentation standards.

• Support remote and hybrid employees across multiple locations.
• Assist with user account management, password resets, software installations, and access requests.
• Participate in on‑call support rotations as required.
• Adhere to IT policies, security standards, and operational procedures.
• Collaborate with infrastructure, application, and security teams to resolve cross‑functional issues.

• 1+ years of experience in a Service Desk, Help Desk, Desktop Support, or related IT support role.
• Experience troubleshooting and resolving technical issues in a Windows and Microsoft 365 environment.
• Experience supporting remote users through phone, email, and remote access tools.
• Strong customer service, communication, and problem‑solving skills.
• Ability to prioritize and manage multiple support requests in a fast‑paced environment.
• Demonstrated ownership and accountability for incident resolution.
• Basic understanding of IT Service Management (ITSM) and ITIL concepts.

• Microsoft 365 Administration and Support
• Microsoft Office Suite (Word, Excel, Outlook, PowerPoint, Teams)
• Windows Operating Systems
• Mobile Device Support, including iOS devices
• Ticketing and Incident Management Systems
• Remote Support and Troubleshooting Tools
• Basic Networking and Connectivity Troubleshooting
• User Account and Access Management

• Experience working within an ITIL-based support environment.
• Exposure to Active Directory, Azure Active Directory (Entra ), or similar identity management platforms.
• Experience supporting enterprise collaboration tools such as Microsoft Teams.
• IT certifications such as CompTIA A+, ITIL Foundations, or Microsoft Fundamentals are a plus.

• Ab…