Service Desk Analyst

About the Role
The Service Desk Analyst provides advanced technical support, resolving incidents beyond L1 capability. This role ensures timely resolution of complex IT issues, delivers high-quality customer service, and supports continuous improvement of IT processes and systems.

Key Responsibilities

• Resolve escalated technical issues and perform in-depth troubleshooting across hardware, software, and networks.
• Deliver clear and effective customer support, managing expectations and providing updates.
• Collaborate with L3 teams and cross-functional IT groups for complex problem resolution.
• Document incidents, resolutions, and create knowledge base articles.
• Provide end-user training, guidance, and user documentation.
• Perform system administration, user account management, and monitor system performance.
• Assist with software updates, patch management, and remote user support.
• Support Service Desk operations, including Office 365 administration, account modifications, and alert handling.
• Contribute to process improvement and adherence to ITIL best practices.

Qualifications

• Bachelor’s degree in Computer Science or related field (preferred).
• Microsoft certifications (MCSA/MCP) and Cisco CCNA are advantageous.
• ITIL Foundation v4 certification required.
• Minimum 3 years’ experience in service desk or technical support roles, ideally within Managed/Professional Services.
• Strong knowledge of ITIL framework and modern IT support practices.