Service Desk Analyst

About the role

We are looking for a Service Desk Analyst to be the first point of contact for end‑users, providing prompt technical assistance across a range of hardware and software platforms. The role involves troubleshooting, incident logging and supporting onboarding activities in a fast‑paced IT environment.

Key responsibilities

• Serve as the initial contact for users via phone, email or ticketing system.
• Diagnose and resolve hardware and software issues on desktops, laptops, printers and peripherals.
• Log all incidents and requests accurately in an ITSM tool such as ServiceNow, Jira or Zendesk.
• Escalate unresolved problems to higher‑level support teams.
• Install, configure and maintain common applications including Microsoft 365, Zoom and VPN solutions.
• Assist with onboarding and off‑boarding tasks, including account provisioning and hardware setup.
• Document resolutions in the knowledge base and adhere to SLA targets.
• Participate in IT projects and continuous‑improvement initiatives.

Required profile

• 1‑4 years of experience in an IT support or help‑desk environment.
• Strong knowledge of Windows and/or macOS operating systems.
• Familiarity with Active Directory, Microsoft 365 and remote support tools.
• Excellent problem‑solving, multitasking and communication skills.
• Customer‑service orientation with a positive attitude.

Required skills

• Windows operating system
• macOS operating system
• Active Directory
• Microsoft 365 / O365
• ServiceNow, Jira or Zendesk ticketing platforms
• Desktop, laptop and printer hardware
• VPN and remote support tools
• Zoom conferencing
• Mobile device management (MDM) tools
• Basic familiarity with cloud platforms such as Azure or AWS