Service Desk Analyst

About the role

You will troubleshoot technical issues, manage service requests, and provide timely assistance across a wide range of devices and applications. Working in a structured, fast-paced IT support environment, you will contribute to operational efficiency and user satisfaction. This role offers the opportunity to strengthen your technical expertise while collaborating with experienced support teams.

What you'll do

• Serve as the first point of contact for end-user incidents and service requests received through phone, email, portals, and other approved support channels
• Verify user information and assess the nature, urgency, and business impact of technical issues
• Log, categorize, prioritize, update, and resolve incidents and service requests using IT Service Management (ITSM) platforms
• Provide first-level troubleshooting for laptops, desktops, mobile devices, printers, peripherals, operating systems, Microsoft Office applications, VPNs, remote access
• Support Microsoft 365 applications, including Outlook, Teams, OneDrive, SharePoint, Exchange Online, and other Office tools

What you need

• 1–4 yrs of experience
• Active Directory
• Troubleshooting
• Office 365
• Windows
• Intune
• ServiceNow
• Any graduate

Good to have

• SOP writing
• Incident response