Service Desk Analyst – Entry Level IT Support

About the role

The Service Desk Analyst is the first point of contact for all IT‑related inquiries, handling requests via phone, email, chat, or ticketing system. You will provide prompt, courteous support while ensuring issues are documented and resolved efficiently.

Key responsibilities

• Log, categorize, and prioritize incidents and service requests in the IT Service Management (ITSM) system.
• Troubleshoot and resolve Level 1 technical issues such as password resets, software/application support, printer connectivity, and basic hardware problems.
• Escalate more complex incidents to Level 2/3 teams with clear documentation of steps taken.
• Maintain accurate ticket records and keep users informed of progress and resolution.
• Contribute to knowledge‑base articles for common issues and participate in training sessions.

Required profile

• Strong customer‑service orientation with clear communication skills.
• Willingness to follow established procedures and scripts.
• Ability to work collaboratively with other support teams.

Required skills

• Experience with IT Service Management (ITSM) platforms and ticketing systems.
• Basic hardware troubleshooting and printer connectivity knowledge.
• Software/application support and password‑reset procedures.