Job
Description
We are seeking a Service Desk Analyst with 2+ years of experience to provide IT support, incident resolution, and service request management for end-users. This role involves troubleshooting technical issues, documenting resolutions, and ensuring a seamless IT service experience to support business operations. As a Service Desk Analyst, you will serve as a key point of contact for IT-related issues, ensuring timely support and resolution. Primary Responsibilities: Incident Request Management: Log, categorize, prioritize, and resolve IT incidents and service requests in ITSM tools (ServiceNow). Provide L1/L2 support for Windows , Mac , Office 365 , VPN , printers, and other enterprise applications. Escalate complex issues to higher support levels while ensuring timely resolution. Coordinate with Network , Server , and Security teams to address IT issues. IT Support Troubleshooting: Diagnose and troubleshoot hardware, software, and network-related issues. Assist users with password resets , account lockouts , and application access requests . Support remote users with VPN connectivity and system performance issues. Maintain system health by applying patches, updates, and security configurations. Knowledge Management Documentation: Maintain and update IT knowledge base articles for end-users and support teams. Document troubleshooting steps and resolution procedures for future reference. Identify areas for process improvement and contribute to automation initiatives. Required Skills: 2+ years of experience in IT service desk or technical support roles (L1/L2 level). Proficiency in Windows OS , Office 365 , Active Directory , and VPN troubleshooting . Hands-on experience with ITSM tools (e.g., ServiceNow , Jira , or similar). Strong analytical , troubleshooting , and communication skills.
