Service Desk Analyst I

About the role

The Service Desk Analyst provides Level 1 IT support, handling calls, chats, and emails from end users. You will resolve basic technical issues, document incidents, and escalate when necessary.

Key responsibilities

• Serve as the first point of contact for end‑users seeking IT assistance.
• Support Windows 10, Microsoft Office suite, network and VPN connectivity, Citrix, and Mobile Device Management.
• Perform remote troubleshooting using diagnostic tools and remote software.
• Document incidents and requests accurately in the ticketing system.
• Identify and escalate high‑priority issues according to established protocols.
• Participate in team meetings and ad‑hoc projects as assigned.

Required profile

• Excellent written and verbal communication skills.
• Minimum 1 year of IT Service Desk or support experience.
• Ability to work nights and weekends on rotating shifts.
• Strong attention to detail and ability to work both independently and in a team.

Required skills

• Windows 10
• Microsoft Office (Word, Excel, PowerPoint, Outlook)
• Network connectivity and VPN
• Citrix
• Mobile Device Management
• Office 365 and Active Directory
• ITIL fundamentals
• CompTIA A+ or equivalent certification (preferred)