We are seeking a skilled and customer-focused Service Desk Analyst to provide IT support services. The role involves acting as the first point of contact for end users through various channels such as phone, email, and ITSM tools. The analyst will perform initial triage and resolution of incidents and service requests, escalate unresolved issues appropriately, and ensure a seamless support experience aligned with ITIL processes.

 Key Responsibilities:

•           Provide Level 1 to 1.5 technical support to end users through phone, email, and ITSM ticketing systems.

•           Troubleshoot and resolve basic hardware, software, network connectivity, and peripheral device issues.

•           Assist users with password resets, account unlocks, and access management, including multifactor authentication (MFA) support.

•           Log, classify, prioritize, update, and close service requests and incidents accurately in line with SLAs.

•           Escalate unresolved or complex issues to appropriate Level 2/3 or resolver teams following defined escalation procedures.

•           Guide and encourage users to utilize self-service portals, FAQs, and knowledge base articles for faster resolution.

•           Support end users in using conferencing tools (e.g., Teams, Zoom) and mobile device setups.

•           Provide priority support for VIP users, ensuring high levels of customer satisfaction.

•           Use approved remote access tools to provide hands-on assistance when required.

•           Monitor and follow up on open tickets to ensure timely resolution and user communication.

•           Contribute to the creation, review, and maintenance of knowledge articles, SOPs, and user guides.

•           Assist in communicating planned outages, maintenance activities, and IT service advisories to users.

•           Adhere to ITIL-aligned processes for incident, problem, and release management activities.

•           Maintain compliance with company security and data protection policies during all support activities.

•           Collaborate effectively with peers and resolver groups to ensure a seamless support experience.

•           Qualifications:

•           Bachelor’s degree in computer science, Information Technology, or related field (preferred).

•           Experience in a Service Desk or IT Support role.

•           ITIL Foundation certification (preferred).

•           Strong knowledge of Windows OS, MS Office Suite, Active Directory, and remote support tools.

Key Skills:

•            Excellent verbal and written communication in English.

•            Strong customer service and problem-solving skills.

•            Ability to work in a fast-paced environment and manage multiple tasks.

•            Familiarity with ITSM platforms (e.g., ServiceNow, BMC Remedy, ZenDesk).

•            Team player with a proactive approach to issue resolution.