Service Desk Analyst – First‑Level IT Support

About the role

We are seeking a proactive Service Desk Analyst to deliver first‑level technical support for end‑user devices and IT services within a Managed Services environment. The role focuses on ensuring a smooth customer experience and timely resolution of incidents.

Key responsibilities

• Provide first‑level support for desktops, laptops, printers, and portable devices.
• Troubleshoot hardware, software, operating system, and network issues.
• Perform Active Directory administration, including password resets and account management.
• Log, track, and document incidents, requests, and resolutions accurately.
• Conduct backup checks and escalate problems when needed.
• Collaborate with vendors, customers, and internal teams to improve services.
• Create and maintain knowledge‑base articles and technical documentation.
• Support project‑related activities and assist in technical implementations.
• Deliver exceptional customer service through clear communication.
• Participate in a 24/7 rotating shift and on‑call roster as required.

Required profile

• Experience in a technical customer‑facing or Service Desk role.
• Prior experience supporting Quick Service Restaurants (QSR) or Servos environments.
• Strong troubleshooting skills for Windows‑based desktops and laptops.
• Basic knowledge of printers, MFDs, POS systems, KDS, and UPS devices.
• Familiarity with Active Directory, DHCP, DNS, and Group Policies.
• Good understanding of the ITIL framework.
• Excellent communication, problem‑solving, and customer‑service abilities.
• Ability to multitask, prioritize workload, and work under pressure.
• Strong attention to detail and a commitment to continuous improvement.

Required skills

• Windows desktop and laptop support
• Printer and multifunction device troubleshooting
• POS, KDS, and UPS device knowledge
• Active Directory administration
• DHCP, DNS, and Group Policy management
• ITIL framework familiarity