It Service Desk

We are seeking a Service Desk Analyst to provide first-level IT support and ensure timely resolution of technical issues. The candidate will act as the primary point of contact for end users, troubleshoot hardware and software problems, and deliver excellent customer service.

Key Responsibilities

• Provide Level 1 technical support via phone, email, chat, and ticketing tools.
• Log, track, and resolve incidents and service requests according to SLA guidelines.
• Troubleshoot issues related to Windows OS, Microsoft Office 365, Outlook, VPN, Active Directory, printers, and network connectivity.
• Create, modify, and disable user accounts in Active Directory.
• Escalate unresolved issues to appropriate support teams.
• Document troubleshooting steps and maintain accurate ticket records.
• Follow ITIL processes for Incident, Request, and Problem Management.
• Ensure high customer satisfaction through effective communication and timely updates.

Required Skills

• Good knowledge of Windows Operating Systems.
• Experience with Microsoft Office 365, Outlook, Teams, and Active Directory.
• Familiarity with ITSM tools such as ServiceNow, Remedy, or Jira Service Management.
• Basic networking concepts (DNS, DHCP, VPN, TCP/IP).
• Understanding of ITIL processes.
• Excellent verbal and written communication skills.
• Strong troubleshooting and customer service skills.