Role: IT Infrastructure Services - Other
Industry Type: IT Services & Consulting
Department: IT & Information Security
Employment Type: Full Time, Permanent
Role Category: IT Infrastructure Services
UG: Any Graduate
Job Description
IT Service Desk Analyst Job Title IT Service Desk Analyst / Service Desk Engineer Job Summary We are seeking a proactive and customer-focused IT Service Desk Analyst to provide first-line support to end users across the organization. The role requires excellent communication skills, a customer-centric approach, and the ability to manage incidents and service requests efficiently. The ideal candidate will have strong troubleshooting skills in Desktop/ Laptop, Microsoft 365 applications, printers, network connectivity, incident management, and request fulfillment processes. while meeting Service Level Agreements (SLAs).
Key Responsibilities
Deliver high-quality customer service and maintain professional communication with end users. Provide timely updates and maintain high customer satisfaction. Act as the first point of contact for IT-related incidents through phone, email, chat, and ticketing systems. Log, categorize, prioritize, and resolve incidents in accordance with ITIL best practices. Diagnose LAN/WAN, Wi-Fi, VPN, DNS, DHCP, and network authentication issues. Perform network testing using Ping, Tracert, IPConfig, and NSLookup.
Required Skills
& Competencies Strong knowledge of Windows 10/11 administration and troubleshooting. Hands-on experience supporting Microsoft 365 applications. Knowledge of Active Directory and Microsoft Entra ID (Azure AD). Experience with printer troubleshooting and management. Understanding of TCP/IP, DNS, DHCP, VPN, and Wi-Fi technologies. Experience with ITSM tools such as ServiceNow, Remedy, or Jira Service Management. Basic knowledge of Intune, SCCM, or equivalent endpoint management tools. Good understanding of ITIL Incident Management and Request Management practices. Excellent communication, analytical, and problem-solving skills.
Qualifications
Bachelor's Degree in Computer Science, Information Technology, or related field. 13 years of experience in IT Service Desk, Help Desk, or Technical Support roles. ITIL Foundation Certification (preferred).