Service Desk Support Analyst

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