It Service Desk Analyst

We are looking for a Service Desk Analyst to provide first-level technical support to users, troubleshoot IT issues, manage support tickets, and ensure timely resolution of incidents and service requests.

Key Responsibilities

• Provide L1 technical support through calls, email, chat, or ticketing systems.
• Log, categorize, prioritize, and track incidents and service requests.
• Troubleshoot issues related to desktops, laptops, applications, printers, networks, and user access.
• Assist users with Windows, MS Office/Microsoft 365, email, and basic application issues.
• Handle password resets, account unlocks, and basic access-related requests.
• Resolve incidents within defined SLA timelines.
• Escalate unresolved or complex issues to L2/L3 support teams.
• Maintain proper documentation of incidents, troubleshooting steps, and resolutions.
• Follow ITIL-based incident, request, and escalation processes.
• Monitor ticket queues and ensure timely follow-up on pending tickets.
• Coordinate with infrastructure, application, network, and security teams when required.
• Maintain a professional and customer-focused approach while assisting users.
• Identify recurring issues and report them to the relevant technical team.