Job Summary

 The Service Desk Analyst is responsible for providing first-level technical support to end users, ensuring timely resolution of IT issues and delivering excellent customer service. The role acts as the single point of contact (SPOC) for incident logging, request fulfillment, and issue escalation.

Key Responsibilities

Serve as the first point of contact for IT-related incidents and service requests via phone, email, chat, or ticketing tools. Log, categorize, prioritize, and track incidents in the ITSM tool (e.g., ServiceNow). Diagnose and resolve common hardware, software, network, and access-related issues. Provide remote troubleshooting and end-user support for desktops, laptops, printers, mobile devices, and business applications. Escalate unresolved issues to appropriate support teams while ensuring SLA adherence. Monitor ticket queues and provide timely status updates to users. Create and maintain knowledge base articles and support documentation. Follow ITIL-based incident, request, and problem management processes. Ensure high customer satisfaction through effective communication and service delivery.

Skill Requirements

Knowledge of Windows OS, Microsoft Office 365, Outlook, Active Directory, and VPN support. Basic understanding of networking concepts (LAN/WAN, DNS, DHCP). Experience with ITSM tools such as ServiceNow, Remedy, or Jira. Strong troubleshooting, communication, and customer service skills. Ability to work in a fast-paced, shift-based support environment. 

Other Requirements

Graduate in Computer Science, IT, or related field. ITIL Foundation certification preferred. Experience in enterprise service desk operations.