Service Desk Analyst

The Service Desk Analyst provides Level 1 IT support and acts as the first point of contact for users. The role involves troubleshooting hardware, software, application, email, VPN, networking and access issues; managing tickets through ITSM tools; resolving incidents within SLA; supporting Windows and Microsoft 365; documenting solutions; escalating unresolved issues; and maintaining customer satisfaction.

Required Skills Bachelor's degree in Computer Science, IT, or related discipline Windows OS Microsoft Office / Microsoft 365

ITSM/ticketing tools such as

ServiceNow Remedy Jira Active Directory VPN Networking fundamentals Remote support tools ITIL / Service Desk operations Hardware and software troubleshooting Incident and request management Strong verbal and written communication Customer service Analytical and problem-solving skills Teamwork and collaboration Preferred / Additional Skills ITIL Foundation Certification Microsoft M365 Certification Microsoft Azure Fundamentals 1–3 years of Service Desk / Help Desk / Technical Support experience