Service Desk Analyst – 2‑5 Years Experience

About the role

The Service Desk Analyst will be the first point of contact for all IT service requests and incidents. Working in a fast‑paced environment, you will provide Level 1 support for hardware, software, network and application issues while ensuring compliance with service level agreements.

Key responsibilities

• Receive and log IT service requests and incidents via phone, email or ticketing system.
• Provide Level 1 troubleshooting for hardware, software, network and application problems.
• Prioritize, categorize and route tickets, escalating complex cases to Level 2/3 teams.
• Monitor ticket queues to meet SLA targets and ensure timely resolution.
• Perform user account management tasks such as password resets and access provisioning.
• Maintain accurate documentation of issues, solutions and procedures.
• Contribute to knowledge‑base articles and continuous service improvement initiatives.

Required profile

• Strong verbal and written communication skills.
• Ability to manage multiple tasks and work under pressure.
• Customer‑oriented mindset with a focus on service excellence.
• Understanding of Service Desk operations and ITIL framework.

Required skills

• Windows operating system.
• Microsoft Office suite.
• Basic networking concepts (LAN, WAN, VPN).
• Active Directory and user account management.