Technical Support Engineer

Service Desk Job Description

Job Title: Service Desk Analyst
Experience: 0.6-2 Years

Job Description

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

Key Responsibilities

1. Provide L1/L2 technical support to end users via phone, email, chat, and ticketing systems.
2. Troubleshoot hardware, software, network, VPN, and application-related issues.
3. Log, categorize, prioritize, and track incidents and service requests in the ITSM/ticketing tool.
4. Follow SLA guidelines and ensure timely resolution or escalation of issues.
5. Perform password resets, account unlocks, and basic access management.
6. Support Windows OS, MS Office/O365, Outlook, Teams, and other enterprise applications.
7. Troubleshoot basic LAN/WAN, Wi-Fi, VPN, and connectivity issues.
8. Escalate complex or recurring issues to the appropriate L2/L3 support teams.
9. Maintain proper documentation of troubleshooting steps and resolutions in the knowledge base.
10. Provide excellent customer service and communication while handling users and stakeholders.

Mandatory Skills

• Service Desk / Help Desk / Technical Support
• ITIL / ITSM
• ServiceNow or other ticketing tools
• Windows & Microsoft 365/O365
• Basic Networking & VPN
• Strong verbal and written communication
• Incident, Request, Problem & Change Management

Preferred: Experience working in 24x7/rotational shifts and an international IT support environment.