Service Desk Analyst

About the role

We are seeking a customer‑oriented and technically proficient Service Desk Analyst (Voice) to join our IT support team. In this role you will be the voice of IT, answering incoming support calls from internal employees or external clients. Your primary focus will be to diagnose, troubleshoot, and resolve hardware, software, and network issues over the phone, ensuring high first‑contact resolution and a seamless user experience.

Key responsibilities

• Answer incoming support calls promptly and professionally, capture and triage technical issues, and log interactions in the ITSM ticketing tool.
• Provide first‑level (L1) support for Windows/macOS, Microsoft 365 apps, VPN, Active Directory (password resets, account lockouts), and basic hardware connectivity.
• Escalate complex issues to Tier 2/3 engineering, ensure warm handoffs, and follow up on open tickets according to SLAs.
• Communicate technical concepts in simple language and contribute to the knowledge base by identifying documentation gaps.

Required profile

• High school diploma required; 1–3 years of technical support experience in an inbound call‑center or enterprise help‑desk environment.
• Exceptional verbal communication, empathy, problem‑solving mindset, and ability to manage call handling time effectively.

Required skills

• Proficiency with Windows 10/11 and macOS operating systems.
• Experience with Active Directory / Azure AD user management.
• Support of Microsoft 365 applications (Teams, Outlook, OneDrive, SharePoint).
• Basic networking knowledge (TCP/IP, DNS, VPN, Wi‑Fi troubleshooting).
• Familiarity with enterprise ticketing tools such as ServiceNow, Zendesk or Jira.