Service Desk Analyst

About the role

We are looking for a proactive, customer‑focused Service Desk Analyst to join our IT team. You will be the first point of contact for end‑users, providing first‑line technical support and ensuring smooth operation of IT services.

Key responsibilities

• Provide first‑level support for hardware, software, network and operating system issues.
• Respond to service requests via phone, email or ticketing system, log and prioritize them.
• Troubleshoot and resolve problems on desktops, laptops, printers and other end‑user devices.
• Assist with password resets, account lockouts and user access issues.
• Log, categorize and prioritize incidents, escalating unresolved cases to second‑line support.
• Install, configure and maintain software applications and hardware devices.
• Document solutions in the knowledge base and create self‑help guides.
• Monitor system performance and support software updates, patches and upgrades.

Required profile

• High school diploma, Associate’s degree or equivalent certifications (e.g., CompTIA A+, ITIL Foundation).
• 1‑2 years of experience in a technical support or service‑desk role.
• Strong problem‑solving, communication and time‑management skills.

Required skills

• Operating systems: Windows, macOS, Linux.
• Networking basics: DNS, TCP/IP, VPN.
• Active Directory, email clients and remote‑desktop tools.
• ITSM platforms such as ServiceNow or Jira.
• Hardware troubleshooting for PCs, laptops and printers.