Service Desk Analyst

Position Summary - The Service Desk Analyst provides first-line technical support to end users ensuring incidents and service requests are logged categorized prioritized resolved or escalated in accordance with agreed service levels. The role combines strong customer service technical troubleshooting accurate documentation and effective communication to minimize disruption maintain business continuity and deliver a consistent end-user experience.

Incident and Request Management

• Log categorize prioritize and manage incidents and service requests based on impact and urgency.
• Perform initial diagnosis resolve issues within scope and escalate unresolved or high-impact issues through the defined support model.
• Maintain accurate ticket notes ownership status resolution details and user communications throughout the ticket lifecycle.
• Manage assigned queues and workload to meet agreed response and resolution targets.
• Support major incidents by providing timely updates accurate records and defined communications as required.

End-User Support

• Provide remote and where required on-site support for desktops laptops peripherals mobile devices operating systems and approved business applications.
• Install configure troubleshoot and support approved hardware software and peripheral devices.
• Support Microsoft 365 applications and collaboration services including Teams and OneDrive for Business.
• Support iOS and Android mobile devices in accordance with organizational standards.
• Provide clear guidance to end users using concise non-technical language.

Infrastructure Monitoring and Technical Support

• Use approved monitoring tools to proactively identify investigate and respond to infrastructure alerts.
• Monitor servers backups network devices bandwidth utilization and service availability within the responsibilities assigned to the Service Desk.
• Troubleshoot hardware operating-system network-connectivity remote-access and application issues escalating when specialist or second-line support is required.
• Support endpoint configuration software deployment patch compliance and device health through the organizations endpoint-management tools.

Identity Access and Security Support

• Perform approved user-account password group-membership and access-support activities in accordance with access-control procedures.
• Triage and resolve multifactor authentication issues and help ensure users are appropriately enrolled.
• Support Microsoft Entra ID Active Directory VPN and remote-access services within assigned permissions.
• Help maintain endpoint protection web filtering and security-patch compliance and promptly escalate suspected security incidents.

Knowledge Management Escalation and Collaboration

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• Create update and use knowledge articles support procedures and standard resolution documentation.
• Identify recurring issues and share relevant trends to support problem management and continuous improvement.
• Escalate issues requiring on-site second-line infrastructure application or security expertise with complete diagnostic information.
• Collaborate professionally with local IT resolver groups vendors and business stakeholders.
• Assist with approved project activities deployments asset updates testing and service-transition tasks.

Performance Expectations

• Meet agreed service-level response-time resolution-time and escalation targets.
• Maintain accurate complete and current ticket records.
• Provide regular clear updates to users and confirm resolution before closure where required.
• Contribute to customer satisfaction first-contact-resolution and knowledge-management objectives.
• Follow security access-control data-protection health and safety and acceptable-use requirements.
• Complete required technical service-management and security training within agreed timelines.

Qualifications :

Required Education and Experience

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• Graduate (Bsc MCA etc) or BTech or equivalent.
• At least 1-2 years of experience providing customer-facing support for desktop hardware peripherals operating systems and business working with an IT service-management or help-desk platform and following structured incident and request processes.

Required Technical Skills

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• Working knowledge of Microsoft 365 including core productivity applications Teams and OneDrive for Business.
• Experience supporting currently approved Windows desktop operating systems in an enterprise environment.
• Working knowledge of Active Directory and Microsoft Entra ID user and access support.
• Understanding endpoint management software deployment patching endpoint protection and device compliance concepts.
• Ability to troubleshoot desktop hardware peripherals network connectivity VPN remote access mobile devices and common business applications.
• Experience using remote-support monitoring and diagnostic tools.
• Sound technical troubleshooting analytical and problem-solving skills.

Remote Work :

No

Employment Type :

Full-time