Associate Technical Analyst -Service Desk

Life on the Team:

Experience

As a Associate Technical Analyst, you'll be an integral part of a dynamic End User Services team committed to delivering world-class IT support. Working both independently and alongside peers, you'll be the face of technology support for our users—offering hands-on assistance, resolving issues, and ensuring seamless day-to-day operations.

You’ll be based onsite and work from our team, a collaborative and user-friendly space where employees can drop in for help. No two days are the same—you’ll troubleshoot technical issues, manage IT assets, deploy hardware, and ensure that users have the tools and support they need to stay productive.

Whether it’s fixing a laptop, configuring email on a mobile device, or guiding someone through a new software rollout, your role is all about making technology accessible, reliable, and user-friendly.

What You’ll Do

• Provide face-to-face technical support for hardware, software, and corporate mobile devices.
• Address tickets related to Windows 10, Office 365, Outlook, VPN, MFA, and remote access.
• Support technologies like Citrix XenApp/XenDesktop, VDI, and other client OS environments.
• Use ServiceNow for incident management, asset tracking, and user request handling.
• Conduct remote troubleshooting and guide users through resolutions.
• Participate in hardware deployment and decommissioning, including managing loaner devices.
• Maintain accurate asset records and support compliance processes like data preservation.
• Support end users with BYOD and personal devices in line with company policy.
• Host product demos, provide training, and promote technology adoption.
• Escalate unresolved issues while maintaining SLA compliance.
• Contribute to knowledge articles and ensure documentation is up to date.

What You’ll Need

• 1–3 years of experience in Desktop/Help Desk Support for domestic and international users.
• Any graduate with 15 years of formal education.
• Expertise in Windows 10, Microsoft Office, and desktop/laptop troubleshooting.
• Strong working knowledge of ServiceNow or similar ITSM tools.
• Experience with Citrix environments, Office 365, and mobile device configuration.
• Solid problem-solving skills and a proactive mindset.
• Ability to work in 24x7 rotational shifts as per business needs.
• Excellent communication, empathy, and customer service skills.
• Organizational discipline for asset and vendor management.