Service Desk Analyst
We are seeking a proactive and customer-focused Service Desk Analyst to join our IT team. Youll be the first point of contact for all IT-related queries, delivering technical support and troubleshooting across a range of systems with a strong emphasis on Windows OS and Active Directory.
Key Responsibilities:
* Provide first-line technical support via phone, email, and ticketing system.
* Troubleshoot and resolve issues related to Windows 10/11, Microsoft Office, printers, and basic hardware.
* Manage user accounts and permissions using Active Directory.
* Escalate complex incidents to 2nd/3rd line teams where appropriate.
* Maintain accurate records of all support requests in the ticketing system.
* Assist in setting up new user accounts, desktops, and mobile devices.
* Follow ITIL best practices for incident, request, and problem management.
Key Skills & Experience:
1. Previous experience in a 1st Line/Service Desk or IT Support role.
2. Strong working knowledge of Windows desktop environments.
3. Hands-on experience with Active Directory (user management, group policies, password resets, etc.).
4. Familiarity with Office 365 and remote support tools.
5. Excellent communication and customer service skills.
6. Abili...