Service Desk Analyst
About the role
The Service Desk Analyst (Level 1) serves as the initial point of contact for IT-related incidents and service requests, providing Level 1 technical support to end users. The role involves logging and managing tickets, basic troubleshooting of hardware, software, and network issues, and ensuring timely resolution in line with Service Level Agreements (SLAs). The analyst will escalate complex issues to higher-level support, maintain clear communication with users, and follow ITIL-based processes for incident and request management. The position requires hands-on experience with ticketing tools, strong communication skills, and a customer-focused approach.
Must have
- Hands-on experience with ticketing tools such as ServiceNow or similar ITSM platforms
- Good working knowledge of: Windows operating systems
- Good working knowledge of: MS Office and O365 applications
- Good working knowledge of: Basic networking concepts (LAN, VPN, connectivity issues)
- Strong verbal and written communication skills
- Customer-focused mindset with the ability to handle users professionally
- Basic understanding of ITIL processes (Incident Management, Service Request Management)
Nice to have
- ITIL Foundation certification
- Experience working in a 24x7 or shift-based support environment
- Exposure to Active Directory, password resets, and user access management
Technologies
- Active Directory
- ITIL
- Microsoft 365
- ServiceNow
- VPN
- Windows
Highlights
Preferred qualifications include ITIL Foundation certification and experience in a 24x7 or shift-based support environment. Exposure to Active Directory and user access management is also advantageous.
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