Service Desk Analyst

About the Role

Key Responsibilities

• First-Line IT Support: Serve as the initial point of contact for end-user IT issues and requests submitted via phone, email, chat, or ticketing portal.
• Incident Triage & Diagnosis: Diagnose, troubleshoot, and resolve hardware, software, mobile device, and operating system issues on initial contact whenever possible.
• Ticket Management: Accurately log, categorize, prioritize, and track support requests within the IT Service Management (ITSM) platform (e.g., ServiceNow, Jira Service Management, Zendesk).
• User Provisioning & Access: Manage user accounts, permissions, and access requests using Active Directory, Azure AD / Entra ID, and cloud platform tools.
• Escalation Management: Escalate complex technical incidents to Level 2/3 engineering, network, or systems administration teams with thorough diagnostic notes.
• Documentation & Knowledge Base: Create and update internal knowledge base articles, standard operating procedures (SOPs), and end-user self-help guides.

Qualifications & Requirements

• Education: Associate’s or Bachelor’s degree in Computer Science, Information Technology, or a related field (equivalent hands-on experience and certifications accepted).
• Experience: 1–3 years of experience in an IT helpdesk, service desk, or technical customer support role.
• Technical Skills:
• Proficiency supporting Windows and macOS operating systems.
• Hands-on experience with Microsoft 365 administration (Exchange, Teams, SharePoint).
• Familiarity with Active Directory, VPN configurations, network troubleshooting, and hardware setup (laptops, monitors, peripherals).
• Certifications (Preferred): CompTIA A+, CompTIA Network+, ITIL Foundation, or Microsoft Certified: Modern Desktop Administrator.
• Soft Skills: Excellent verbal and written communication, customer service orientation, and patience under pressure.