Job Description

Roles & Responsibilities

he Service Desk Analyst is responsible for providing first-line technical support to end users, managing incidents and service requests, troubleshooting IT issues, and ensuring timely resolution while maintaining high levels of customer satisfaction. The role supports remote users, monitors service desk channels, and maintains accurate documentation to ensure efficient IT service delivery.

Key Responsibilities

Service Desk Operations

• Provide technical support via phone, email, and remote support tools.

• Monitor and manage service desk mailboxes, tickets, and support channels.

• Log, track, resolve, or escalate incidents and service requests according to SLA requirements.

• Take ownership of assigned tickets and provide regular updates until closure.

• Ensure availability of service desk communication channels during assigned shifts.

Technical Support

• Support Microsoft Windows operating systems and Microsoft Office applications.

• Administer and troubleshoot Active Directory, Exchange, Azure, and Microsoft 365 environments.

• Provide remote support for workplace services and end-user devices.

• Assist with basic network troubleshooting, VPN connectivity, and related issues.

Documentation & Knowledge Management

• Create and maintain knowledge base articles, troubleshooting guides, and work instructions.

• Document solutions and share knowledge within the service desk team.

• Educate end users on best practices, self-service tools, and preventive measures.

Compliance & Process Adherence

• Follow company policies, IT service management procedures, and operational standards.

• Ensure compliance with health, safety, security, and environmental requirements.

• Participate in knowledge transfer activities and support continuous service improvement initiatives.

Requirements

Education

• Bachelor's degree in Computer Science, Information Systems, Engineering, or a related field.

Experience

• 3–4 years of experience in IT Service Desk, Help Desk, or Remote Support roles.

• Experience working within an IT Service Provider or Managed Services environment.

Technical Skills

• Microsoft Active Directory, Exchange, Azure, and Microsoft 365 administration.

• ITSM tools (preferably HP/Micro Focus Service Manager).

• ITIL v4 Foundation knowledge.

• Basic IT security principles.

• Windows OS and Microsoft Office Suite support.

• Basic networking, VPN, and CISCO environment troubleshooting.

Desired Candidate Profile

Preferred Certifications

• ITIL Foundation

• Microsoft Certifications (M365, Azure Fundamentals)

• CCNA

• MCITP/MCTS