Service Desk Analyst - ServiceNow ITSM

Job Summary :

We are looking for a proactive and customer-focused Service Desk Analyst with 24 years of experience in IT support. The ideal candidate will serve as the first point of contact for end-user technical issues, providing Level 1 (L1) support for hardware, software, network, and application-related incidents. The candidate should have hands-on experience with ticketing tools, Windows environments, Office 365, and Active Directory while ensuring timely resolution of incidents within defined SLAs.

Key Responsibilities :

- Serve as the first point of contact for IT support via phone, email, chat, or ticketing systems.

- Log, categorize, prioritize, and track incidents and service requests using ServiceNow or similar ITSM tools.

- Provide L1 support for desktop, laptop, hardware, software, printer, and network-related issues.

- Troubleshoot Windows OS, Microsoft Office 365, Outlook, Teams, and other enterprise applications.

- Manage user accounts, password resets, group memberships, and access requests using Active Directory.

- Support remote users through Remote Desktop, TeamViewer, AnyDesk, or similar remote support tools.

- Configure and troubleshoot VPN connectivity and basic network issues (DNS, DHCP, TCP/IP, LAN/WAN).

- Escalate unresolved incidents to Level 2/Level 3 support teams as per defined procedures.

- Maintain accurate documentation of incidents, resolutions, and knowledge base articles.

- Ensure compliance with SLA targets and provide timely updates to end users.

- Collaborate with cross-functional IT teams to ensure seamless issue resolution and service delivery.

Mandatory Skills :

- 2 to 4 years of experience in IT Service Desk / Help Desk / Technical Support.

- Hands-on experience with ServiceNow or other ITSM ticketing tools.

- Strong knowledge of Incident Management and Service Request Management.

- Experience supporting Windows 10/11 environments.

- Proficiency in Microsoft Office 365, Outlook, and Microsoft Teams support.

- Hands-on experience with Active Directory (user administration, password reset, group management).

- Good understanding of TCP/IP, DNS, DHCP, VPN, LAN/WAN.

- Experience with remote support tools such as RDP, TeamViewer, or AnyDesk.

- Knowledge of ITIL processes and SLA management.

- Excellent troubleshooting, analytical, and problem-solving skills.

- Strong verbal and written communication skills.

- Ability to work in rotational shifts and provide excellent customer service.

(ref:hirist.tech)