Service Desk Analyst
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Job Location:
Monthly Salary:
Posted on:
15 hours ago
Vacancies:
1 Vacancy
Job Summary
Role Overview
We are looking for a proactive Service Desk Analyst with 13 years of experience in IT support to provide first-level technical assistance to end users. The ideal candidate should have hands-on experience with ticketing tools such as Jira strong troubleshooting skills and a customer-focused approach to resolving IT issues.
Key Responsibilities
Provide Level 1 technical support for end-user issues related to hardware software and network connectivity.
Log track and manage incidents and service requests using Jira or similar ticketing tools.
Troubleshoot issues related to Windows OS Microsoft Office email VPN and basic network connectivity.
Ensure timely resolution of incidents according to defined SLAs.
Escalate complex technical issues to L2/L3 support teams when required.
Maintain accurate documentation of issues resolutions and support processes.
Provide remote support to users through remote desktop tools.
Assist in onboarding/offboarding activities including user account setup and access provisioning.
Collaborate with internal IT teams to improve service desk operations.
Required Skills
13 years of experience in IT Service Desk / Helpdesk / Technical Support.
Hands-on experience with Jira or other ticketing tools.
Basic knowledge of Windows OS Active Directory networking concepts and Microsoft Office applications.
Understanding of incident management and service request processes.
Strong communication and customer service skills.
Ability to work in shift-based environments if required.
Preferred Qualifications
Certification or familiarity with ITIL concepts.
Experience with remote support tools and enterprise IT environments.
Bachelors degree in Computer Science IT or related field.
Required Experience:
Junior IC
Key Skills
- Editorial
- Catering
- B2C
- Camp
- Computer Engineering
