IT Support – Service Desk Analyst
5 days ago
We are looking for a proactive and technically skilled Service Desk Analyst to join our IT support team. You will be the first point of contact for end-users seeking technical assistance, responsible for diagnosing, troubleshooting, and resolving hardware, software, and network-related issues.
This role requires strong communication skills, a customer-focused mindset, and a solid foundation in IT systems and support processes.
Key Responsibilities:- Provide first-line technical support to internal users via phone, email, and ticketing system
- Log, categorize, prioritize, and track support incidents and service requests using the ITSM tool
- Troubleshoot and resolve hardware, software, printer, mobile device, and connectivity issues
- Escalate complex issues to appropriate second- or third-line support teams as needed
- Set up and configure desktops, laptops, and peripheral equipment for new users
- Support user account management in Active Directory, Exchange, Office 365, etc.
- Assist with onboarding and offboarding IT tasks for employees
- Maintain accurate documentation of issues, solutions, and procedures
- Monitor and follow up on outstanding tickets to ensure timely resolution and customer satisfaction
- Adhere to IT policies, procedures, and service level agreements (SLAs)
- Proven experience in an IT support or service desk role (1-3 years preferred)
- Strong knowledge of Windows OS, Microsoft Office 365, and standard desktop applications
- Familiarity with Active Directory, remote desktop tools, and ticketing systems (e.g., ServiceNow, Jira, Zendesk)
- Basic networking knowledge (IP, DNS, DHCP, VPN)
- Excellent troubleshooting, communication, and problem-solving skills
- Customer service-oriented with the ability to explain technical concepts clearly
- Ability to work independently and manage multiple priorities
- Flexibility to work in shifts or provide on-call support, if required
- ITIL Foundation certification
- CompTIA A+, Network+, or similar certifications
- Experience supporting Mac OS, mobile device management (MDM), or cloud platforms (e.g., Azure, Google Workspace)
- Knowledge of security best practices and data protection policies
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