Service Desk Analyst

About the role

The Level 1 Service Desk Engineer is the first point of contact for end-user incidents and service requests. The role delivers timely, courteous, and accurate support using approved knowledge articles and standard procedures, resolves common issues at first contact whenever possible, fulfills authorized requests, maintains complete ticket records, and escalates issues that require advanced technical investigation.

What you'll do

• Receive contacts by phone, email, portal, and approved support channels; verify user details and establish the nature, urgency, and business impact of the issue
• Log, categorize, prioritize, update, and close incidents and service requests accurately in the designated ITSM platform
• Provide first-contact troubleshooting for laptops, desktops, mobile devices, printers, peripherals, operating systems, Microsoft Office applications, VPN, remote access
• Support common Microsoft 365 issues involving Outlook, Teams, OneDrive, SharePoint, Exchange Online, and Office applications using approved procedures
• Perform authorized password resets, account unlocks, multifactor authentication assistance, basic group membership updates, mailbox access requests

What you need

• Active Directory
• Office 365
• Troubleshooting
• Windows
• Intune
• ServiceNow
• Any graduate

Good to have

• SOP writing