Service Desk Analyst

Deliver first- and second-line IT support for end users, managing incidents and service requests promptly while ensuring consistently high levels of customer satisfaction.

Key Responsibilities

• Log, classify, prioritize, and work through incidents and service requests to resolution.
• Provide remote troubleshooting for desktops, laptops, O365, email, VPN, printers, and business applications.
• Carry out user account administration in Active Directory and related tools.
• Escalate unresolved matters to the appropriate resolver groups.
• Monitor ticket queues and ensure service level agreement (SLA) compliance.
• Create and maintain knowledge base articles.
• Join shift handovers and attend operational reviews.
• Support onboarding, offboarding, and asset-related activities.
• Perform root cause identification for recurring issues (L2).
• Coordinate with infrastructure, network, cloud, and application teams to drive issue resolution.

Technical Skills

• Windows 10/11, Microsoft 365, Outlook, Teams, Active Directory, Azure AD/Entra ID, VPN, Citrix, ServiceNow/ITSM tools, fundamentals of networking (DNS, DHCP, TCP/IP), and remote support tools.

Qualifications

• Bachelor's degree in Computer Science, IT, or related discipline. ITIL Foundation certification preferred.

Experience

• L1: 1-3 years of Service Desk / Help Desk experience.
• L2: 3-6 years of Service Desk, EUC, or Technical Support experience.

Key Competencies

• Customer focus, strong communication skills, analytical troubleshooting ability, teamwork, documentation skills, ownership mindset, multitasking capability, and willingness to work in shifts.

KPIs / Success Measures

• SLA Compliance, First Call Resolution (FCR), Customer Satisfaction (CSAT), Ticket Quality Score, Knowledge Contribution, Escalation Reduction, MTTR.