It Service Desk Analyst

We are seeking a customer-focused and detail-oriented Service Desk Specialist to join our IT support team. In this role, you will serve as the first line of defense for technical support, handling frontline calls and tickets to resolve routine access, account, and endpoint issues. You will be responsible for providing efficient, friendly technical assistance while maintaining thorough documentation to ensure seamless operations and swift escalation when necessary.

Key Responsibilities

1. Frontline Incident & Request Management

• Act as the primary point of contact for users requesting technical assistance via phone, email, and ticketing portal.
• Diagnose and resolve common access issues, including password resets, account lockouts, multi-factor authentication (MFA) setups, and basic Microsoft 365 / Windows troubleshooting.
• Provide initial technical support for corporate laptops, mobile devices, hardware accessories, and remote access/VPN tools.

2. Documentation & Operations

• Log all incoming incidents and service requests accurately in the ITSM/ticketing system, documenting user symptoms, diagnostic steps, priority levels, and resolutions.
• Strictly follow Standard Operating Procedures (SOPs) and knowledge base articles to maintain high service quality and compliance.
• Retain ownership of assigned tickets, providing regular, proactive updates to users throughout the lifecycle of their issues.
• Efficiently escalate unresolved, high-priority, or complex incidents to Tier 2/3 engineering teams with complete documentation.

Required Qualifications & Skills

• Experience: Prior experience in US voice support, technical support, or US telecalling environment required.
• Communication: Excellent verbal and written English communication skills with a strong focus on customer care and phone etiquette.
• Technical Proficiency: solid understanding of Windows OS basics, standard Microsoft 365 suites, and general client-side hardware/endpoint troubleshooting.
• ITSM Experience: Hands-on exposure to ticketing tools and IT service management (ITSM) software (e.g., ServiceNow, Jira Service Desk, Remedy, or Zendesk).
• Problem-Solving: Strong organizational skills with the ability to follow structured procedures and maintain accuracy under steady ticket volume.

Preferred Certifications

• ITIL 4 Foundation
• CompTIA A+