Service Desk Analyst

Key Responsibilities Serve as the first point of contact for all IT service requests and incidents via phone, email, or ticketing system. Diagnose and troubleshoot hardware, software, network, and system issues for end-users. Provide technical support for Windows OS, Microsoft 365, VPN connectivity, printers, and other enterprise applications. Escalate unresolved technical issues to appropriate L2/L3 teams, ensuring clear documentation and proper handover. Maintain accurate records of incidents, requests, and resolutions in the IT service management system. Assist with onboarding and offboarding processes, including account creation, access provisioning, and device setup. Follow standard operating procedures (SOPs) to ensure consistency and compliance with IT policies. Contribute to the development and maintenance of knowledge base articles and technical documentation. Perform regular follow-ups with users to ensure resolution satisfaction and service quality. Support IT asset management by tracking hardware and software inventory where required. Job Requirements Diploma or Bachelor’s Degree in Information Technology, Computer Science, or related field. Minimum 1-3 years of experience in IT support, helpdesk, or service desk environment. Strong knowledge of Windows OS, Microsoft 365 applications, Active Directory, and basic networking concepts. Experience with IT service management tools (e.g., ServiceNow, Remedy, Jira Service Desk). Familiarity with remote desktop tools and troubleshooting techniques. Good understanding of ITIL principles and service management processes is a plus. Excellent analytical and problem-solving skills with attention to detail. Strong communication skills, both verbal and written, with a focus on technical explanation in user-friendly language. Ability to prioritize tasks, work under pressure, and manage time effectively. Customer-focused mindset with a proactive approach to issue resolution.