Service Desk Analyst – Level 1 (IT Support)

About the role

We are looking for a Level 1 Service Desk Analyst to be the first point of contact for end‑users needing technical assistance. You will resolve hardware, software, network and application issues while delivering excellent customer service and meeting SLA targets.

Key responsibilities

• Receive and log support requests via phone, email, chat and ticketing system.
• Provide first‑level troubleshooting for desktops, laptops, mobile devices, printers and applications.
• Support Windows 10/11, Microsoft 365 apps (Outlook, Teams, Word, Excel, PowerPoint) and basic networking problems.
• Reset passwords and manage user accounts in Active Directory.
• Escalate unresolved incidents to Level 2/3 teams following ITIL processes.
• Document issues, resolutions and maintain accurate records.
• Assist users with VPN, remote access, hardware setup and software installations.

Required profile

• 1‑3 years of experience in service desk, technical or desktop support.
• Bachelor’s degree preferred; Microsoft certifications are a plus.
• Strong problem‑solving ability and customer‑focused attitude.
• Effective verbal and written communication skills.

Required skills

• Windows 10/11 operating systems
• Microsoft 365 suite (Outlook, Teams, Word, Excel, PowerPoint)
• Active Directory and password management
• Networking fundamentals (TCP/IP, DNS, DHCP, VPN)
• Ticketing tools such as ServiceNow, Remedy or Jira