Job Summary:

We are looking for a proactive and customer-focused Service Desk Support Analyst to provide first-level technical support to end-users. The ideal candidate will be responsible for resolving IT issues, managing service requests, and ensuring a high level of customer satisfaction through timely and effective communication.

Key Responsibilities:

Serve as the first point of contact for users seeking technical assistance via phone, email, or ticketing system.

Diagnose and resolve hardware, software, and network issues for desktops, laptops, printers, and mobile devices.

Escalate unresolved issues to appropriate support teams and follow up to ensure resolution.

Log all incidents and service requests accurately in the ITSM/ticketing system (e.g., ServiceNow, Jira, BMC Remedy).

Provide support for Microsoft Office Suite, Windows OS, VPN, remote access tools, and basic network troubleshooting.

Assist with user account management (Active Directory, Exchange, Office 365).

Familiarize end users on basic software, hardware and peripheral device operation and solve basic queries

Support onboarding and offboarding processes including device setup and access provisioning.

Maintain knowledge base articles and documentation for common issues and solutions.

Adhere to SLAs and ensure timely resolution of tickets.

Configuring iPad/iPhones/Android for the users to enable them check emails and be connected on the go.

Basic knowledge of Networking, Virtualization, Outlook, Windows & Mac OS, Web Based and Installable applications

Required Skills & Qualifications:

Diploma or bachelor's degree in IT, Computer Science, or related field.

1–3 years of experience in a technical support or service desk role.

Strong knowledge of Windows OS, Mac OS, Microsoft Office, and basic networking.

Familiarity with ITSM tools and remote support software.

Excellent communication and interpersonal skills.

Strong problem-solving and multitasking abilities.

Preferred Qualifications:

ITIL Foundation Certification

CompTIA A+ or Microsoft Certified: Modern Desktop Administrator

Experience supporting macOS and mobile devices (iOS/Android) is a plus

Ability to work in a fast-paced, 24/7 operational environment

Soft Skills:

Customer-oriented mindset with a focus on service excellence

Ability to work in a fast-paced, team-oriented environment

Willingness to work in shifts or on-call rotations