Service Desk Analyst

About the role

The Service Desk Analyst provides first‑ and second‑level technical support to end users in a 24 × 7 environment. You will troubleshoot Windows, Office, VPN, telephony and server‑related issues while ensuring a high level of user satisfaction.

Key responsibilities

• Answer service‑desk calls and follow defined procedures.
• Deliver Level 1 and Level 2 support for Windows 11, Microsoft Office, VPN, telephony, server infrastructure and enterprise applications.
• Create and maintain knowledge‑base articles documenting resolutions.
• Proactively monitor critical infrastructure components and perform initial troubleshooting.
• Collaborate with global support teams using remote tools such as RDP, GTA and PCAnywhere.

Required profile

• 2–4 years of hands‑on experience with Microsoft Office (Word, Excel, PowerPoint, Outlook).
• 1–2 years managing Active Directory (password resets, profile changes, patch distribution via WSUS/SMS).
• Basic understanding of Windows networking (DHCP, DNS, IP configuration) and server fundamentals.
• Familiarity with ITIL concepts (V3.0 foundation is a plus).
• Strong verbal and written communication skills; ability to work independently and as part of a team.

Required skills

• Windows 11 enterprise environment
• Microsoft Office suite
• Active Directory
• DHCP, DNS, IP configuration
• WSUS and SMS patch distribution
• Remote support tools (RDP, GTA, PCAnywhere)
• ITIL framework knowledge
• VPN and telephony support
• ServiceNow (preferred)
• Mac OS (preferred)
• Oracle EBS (preferred)
• Studio.Net and Visio (preferred)