Service Desk Analyst

About the Role

We are looking for a customer-focused Service Desk Analyst to provide first-line technical support to end users. You will be responsible for resolving IT incidents and service requests, ensuring timely resolution, and delivering a high standard of customer service.

This role is ideal for professionals with a solid IT support background who enjoy troubleshooting and working in a structured service desk environment.

Key Responsibilities

• Provide 1st line IT support via phone, email, chat, and ticketing systems
• Log, track, and manage incidents and service requests in line with SLAs
• Troubleshoot hardware, software, and operating system issues
• Support Windows desktops/laptops and common business applications
• Assist with user account management and access requests
• Support Microsoft 365 applications including Outlook, Teams, and SharePoint
• Perform password resets and basic security checks
• Escalate complex or unresolved issues to 2nd/3rd line support teams
• Maintain accurate documentation and knowledge base articles
• Deliver professional and customer-focused support at all times

Required Skills & Qualifications

• Experience working in a Service Desk, Helpdesk, or IT Support role
• Strong knowledge of Windows operating systems (Windows 10/11)
• Familiarity with Microsoft 365 and end-user applications
• Basic understanding of networking concepts (LAN, Wi-Fi, VPN)
• Experience using ITSM or ticketing tools (ServiceNow, Freshdesk, Jira, etc.)
• Good troubleshooting and problem-solving skills
• Strong communication and customer service abilities
• Ability to work effectively in a fast-paced environment

Preferred (Not Mandatory)

• Experience with Active Directory and user access management
• Knowledge of ITIL processes and service management practices
• Exposure to endpoint management or security tools
• IT certifications (ITIL Foundation, CompTIA A+, or equivalent)
• Experience supporting users in a corporate or enterprise environment

What We Offer

• Competitive salary based on experience
• Stable role within a professional IT support environment
• Opportunities for training and career progression

Equal Opportunity Statement

We are an equal opportunity employer. Employment decisions are based on skills, experience, and qualifications. We welcome applications from candidates of all backgrounds.