Service Desk Support Analyst

Job Summary: 

We are looking for a proactive and customer-focused Service Desk Support Analyst to provide first-level technical support to end-users. The ideal candidate will be responsible for resolving IT issues, managing service requests, and ensuring a high level of customer satisfaction through timely and effective communication. 

Key Responsibilities: 

• Serve as the first point of contact for users seeking technical assistance via phone, email, or ticketing system. 

• Diagnose and resolve hardware, software, and network issues for desktops, laptops, printers, and mobile devices. 

• Escalate unresolved issues to appropriate support teams and follow up to ensure resolution. 

• Log all incidents and service requests accurately in the ITSM/ticketing system (e.g., ServiceNow, Jira, BMC Remedy). 

• Provide support for Microsoft Office Suite, Windows OS, VPN, remote access tools, and basic network troubleshooting. 

• Assist with user account management (Active Directory, Exchange, Office 365). 

• Familiarize end users on basic software, hardware and peripheral device operation and solve basic queries 

• Support onboarding and offboarding processes including device setup and access provisioning. 

• Maintain knowledge base articles and documentation for common issues and solutions. 

• Adhere to SLAs and ensure timely resolution of tickets. 

• Configuring iPad/iPhones/Android for the users to enable them check emails and be connected on the go. 

• Basic knowledge of Networking, Virtualization, Outlook, Windows & Mac OS, Web Based and Installable applications 

Required Skills & Qualifications: 

• Diploma or bachelor's degree in IT, Computer Science, or related field. 

• 1–3 years of experience in a technical support or service desk role. 

• Strong knowledge of Windows OS, Mac OS, Microsoft Office, and basic networking. 

• Familiarity with ITSM tools and remote support software. 

• Excellent communication and interpersonal skills. 

• Strong problem-solving and multitasking abilities. 

Preferred Qualifications: 

• ITIL Foundation Certification  

• CompTIA A+ or Microsoft Certified: Modern Desktop Administrator  

• Experience supporting macOS and mobile devices (iOS/Android) is a plus 

• Ability to work in a fast-paced, 24/7 operational environment  

Soft Skills: 

• Customer-oriented mindset with a focus on service excellence  

• Ability to work in a fast-paced, team-oriented environment  

• Willingness to work in shifts or on-call rotations