Hiring Senior Service Desk Analyst

Greetings from Savista!!

Hiring Senior Service Desk Analyst.

We are looking for a ServiceDesk Analyst to provide technical support and handle high-volume service requests. The role focuses on application access provisioning and deprovisioning, M365 user support, user onboarding/offboarding, password/MFA resets, basic troubleshooting, and ticket triage using enterprise ITSM tools such as Fresh works, ManageEngine SDP or ServiceNow.

Key Responsibilities

• User onboarding and offboarding.
• Password resets, account unlocks, and MFA resets.
• Manage user access using Active Directory.
• Provide L1 support for business applications.
• Support Microsoft 365 applications (Outlook, Teams, OneDrive, SharePoint).
• Troubleshoot login, MFA, sync, Windows OS, and basic networking issues.
• Handle incident and service request tickets through ITSM tools.
• Support laptops, desktops, peripherals, and mobile devices.
• Escalate complex issues to L2/L3 teams.
• Maintain documentation, SOPs, and ticket updates.
• Assist in reporting and root cause analysis (RCA).

Required Skills

• Active Directory user management.
• Microsoft 365 fundamentals.
• Windows OS troubleshooting.
• Basic networking knowledge (DNS, DHCP, VPN, Wi-Fi).
• Experience with ITSM tools such as ServiceDesk Plus, Freshservice, or ServiceNow.
• Strong communication and customer support skills.
• Ability to manage high ticket volumes and meet SLAs.

Qualifications

• 4-6 years of Service Desk / IT Support experience.
• ITIL Foundation Certification (Mandatory).
• CompTIA A+ or equivalent (Preferred).

Apply now to join our IT Support team and provide excellent end-user support in a fast-paced environment.

Interested candidates share your resume to [email removed] or reach us at [phone removed].

Regards,

Jency