Service Desk Analyst

We are seeking a proactive and customer-focused Service Desk IT Technical Support professional to join our team. The successful candidate will be responsible for providing first-line technical support to end-users, troubleshooting and resolving hardware and software issues, and ensuring that IT systems and services run smoothly. You will be the first point of contact for technical support requests and will play a critical role in delivering excellent customer service.

Key Responsibilities :

INTERNATIONAL VOICE / NON-VOICE IS MUST

Technical Support :

Provide first-level support for IT issues including hardware, software, network, and operating system problems.

Respond to incoming service requests via phone, email, or ticketing system, logging them and prioritizing them appropriately.

Troubleshoot and resolve technical issues related to desktops, laptops, printers, and other end-user devices.

Assist with password resets, account lockouts, and other user access issues.

Incident Management :

Log, categorize, and prioritize incidents and service requests based on severity and urgency.

Escalate unresolved issues to second-line support or other relevant teams.

Track, monitor, and provide status updates on open service requests and incidents.

Software & Hardware Installation and Configuration :

Install, configure, and maintain software applications and hardware devices for users.

Assist in setting up new users’ accounts and workstations.

Knowledge Base & Documentation :

Document troubleshooting steps, solutions, and procedures in the knowledge base for future reference.

Provide end-users with self-help guides and FAQs to resolve common issues independently.

Customer Service :

Provide excellent customer service by maintaining a professional and courteous demeanor while interacting with end-users.

Ensure issues are resolved within agreed-upon Service Level Agreements (SLAs).

System Monitoring and Maintenance :

Assist in monitoring system performance and help prevent potential issues by conducting routine maintenance tasks.

Support software updates, patches, and system upgrades as directed by the IT team.

Required Qualifications :

Education : High school diploma, Associate’s degree, or relevant certifications (e.g., CompTIA A+, ITIL Foundation, or equivalent).

Experience : Proven experience (1-2 years) in a technical support or service desk role.

Technical Skills :

Familiarity with common operating systems (Windows, macOS, Linux).

Basic knowledge of networking concepts (DNS, TCP / IP, VPN, etc.).

Experience with Active Directory, email clients, and remote desktop tools.

Familiarity with ITSM tools (e.g., ServiceNow, Jira, or similar).

Basic understanding of hardware troubleshooting (PCs, laptops, printers).

Key Competencies :

Strong problem-solving and troubleshooting skills.

Excellent verbal and written communication skills.

Ability to work independently and as part of a team.

Strong time management and multitasking abilities.

Attention to detail and ability to maintain accurate records.