Service Desk Analyst

We are seeking a Service Desk Engineer with good experience in troubleshooting Active Directory, O365 and basic Server issues.

Preferred: Immediate Joiners

Key Responsibilities:

• Serve as the first point of contact for end users seeking technical assistance via phone, email, or ticketing system.
• Diagnose and resolve technical hardware and software issues.
• Escalate unresolved issues to the next level of support.
• Log all incidents and requests accurately in the ITSM/ticketing system (e.g., ServiceNow, Jira, Zendesk).
• Install, configure, and troubleshoot desktops, laptops, printers, and other peripherals.
• Provide support for common software and applications (e.g., Microsoft 365, Zoom, VPN, etc.).
• Assist with onboarding/offboarding activities including account provisioning and hardware setup.
• Follow standard procedures and document resolutions in the knowledge base.
• Ensure SLAs and response time targets are met.
• Participate in IT projects and continuous improvement initiatives.

Required Qualifications:

• 1-4 years of experience in an IT support or help desk environment.
• Strong knowledge of Windows and/or macOS operating systems.
• Familiarity with Active Directory, Microsoft 365, and remote support tools.
• Excellent problem-solving and multitasking abilities.
• Strong written and verbal communication skills.
• Customer-service oriented with a positive attitude.

Preferred Qualifications:

• Experience with ITIL framework and best practices.
• Certifications such as CompTIA A+, ITIL Foundation, or Microsoft Certified: Modern Desktop Administrator.
• Familiarity with mobile device management (MDM) tools.
• Exposure to cloud platforms (Azure, AWS) is a plus.