Desktop support Engineer_Aziro

IT Service Desk Analyst

Experience: 2-4 Years
Location: As per requirement
Role: IT Service Desk / Technical Support

We are looking for an experienced IT Service Desk Analyst to provide first-level technical support to employees and ensure timely resolution of hardware, software, access, network, and application-related issues. The candidate will be responsible for incident and service request management, troubleshooting, user administration, and escalation of complex issues to L2/L3 teams.

Key Responsibilities

• Act as the first point of contact for IT support through phone, chat, email, and ServiceNow.
• Log, categorize, prioritize, track, and resolve incidents and service requests in ServiceNow.
• Troubleshoot Windows, Microsoft 365, Outlook, Teams, SharePoint, VPN, MFA, printers, and endpoint-related issues.
• Perform user and access management activities using Active Directory, including password resets, account creation/deactivation, user/group management, and access requests.
• Troubleshoot basic network connectivity issues involving DNS, DHCP, TCP/IP, and VPN.
• Support hardware/software installation, laptop deployment, imaging, configuration, and troubleshooting.
• Escalate unresolved or complex issues to L2/L3 teams with proper troubleshooting and handoff details.
• Monitor ticket queues and ensure incidents and requests are resolved within defined SLA targets.
• Maintain accurate ticket documentation and contribute to the IT knowledge base.
• Support employee onboarding/offboarding and basic endpoint/access requirements.
• Identify recurring technical issues and support root-cause analysis and continuous improvement.
• Provide professional and customer-focused technical support while maintaining good CSAT.

Mandatory Skills

• ServiceNow Mandatory
• Active Directory – Mandatory
• DNS – Mandatory
• IT Service Desk / Help Desk / Technical Support experience
• Windows troubleshooting
• Microsoft 365 / Office 365
• VPN and basic networking
• Incident & Service Request Management
• SLA / Ticket Management
• Customer-facing technical support

Good to Have

• Okta
• Azure AD / Entra ID
• Intune / JAMF
• MFA
• PowerShell
• ITIL Foundation
• CompTIA A+
• Microsoft 365 Fundamentals

Education

Bachelor's/Associate's degree in IT, Computer Science, or a related field preferred.