Service Desk Analyst
4 weeks ago
Service Desk Analyst
We’re looking for an L1 Service Desk Analyst to be the first point of contact for IT support. You’ll handle day-to-day technical issues, log tickets, and make sure users get timely assistance. Complex cases will be escalated to higher-level teams, but you’ll own the initial response and troubleshooting.
Serve as the first line of support for IT issues via phone, email, or chat.
Provide basic troubleshooting for hardware, software, network, and account-related problems.
Perform password resets, account unlocks, and software installation requests .
Accurately log, track, and close incidents and service requests in the ticketing system.
Escalate unresolved issues to Level 2/3 support teams with clear documentation.
Maintain knowledge base articles and FAQs to support quick resolution.
Deliver excellent customer service with clear communication and follow-ups.
1–2 years of experience in IT support or customer service (fresh grads with IT background may also apply).
Basic knowledge of Windows, MS Office, email systems, and networking concepts .
Familiarity with ticketing tools (e.g., ServiceNow, Remedy, JIRA, Zendesk).
Strong communication and problem-solving skills .
Ability to work in a shifts/24x7 support environment , if required.
IT certifications (CompTIA A+, ITIL Foundation, Microsoft MCSA, etc.).
Experience supporting remote users and virtual environments .
Exposure to Active Directory and enterprise systems.
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