Service Desk Analyst

Role & responsibilities ob Summary: We are looking for a Service Desk Engineer with strong technical knowledge and hands-on experience in IT Service Management (ITSM), particularly with ServiceNow. The successful candidate will have expertise in incident and request management, Active Directory, VPN technologies, and `excellent communication skills. This role requires direct interaction with international customers, so proficiency in English, along with strong customer handling and problem-solving skills, is essential. Experience with tools such as remote control software and familiarity with SLAs/OLAs will be key to success in this position. Key Responsibilities: Incident and Request Management : Handle service requests and incidents using ServiceNow ITSM tool, ensuring timely resolution within agreed SLAs and OLAs. Manage tickets from creation to closure, ensuring accurate logging, categorization, and prioritization. Active Directory Management : Perform user account management tasks including user creation, password resets, and access rights assignments in Active Directory. Email Communication : Communicate clearly and professionally with users via email, ensuring that all issues, resolutions, and updates are documented. Remote Support Tools : Use remote control tools to troubleshoot and resolve end-user issues, ensuring smooth and efficient support for users working remotely or across different locations. SLA and OLA Knowledge : Ensure that service delivery aligns with established SLAs (Service Level Agreements) and OLAs (Operational Level Agreements). Monitor ticket progress and escalate issues that may breach SLAs or OLAs. Customer Handling and Communication : Provide exceptional customer service by effectively managing customer expectations and offering clear, timely communication regarding incident status, resolution timelines, and next steps. Demonstrate patience, empathy, and a positive attitude when handling difficult customer interactions. VPN Technology : Troubleshoot and resolve VPN connectivity issues for users, ensuring secure and efficient access to the company network from remote locations. G Suite Knowledge : Provide basic support and troubleshooting for G Suite (Google Workspace) applications and services, such as Gmail, Google Drive, and Google Meet, which will be an added advantage. International Customer Support : Support international users across multiple time zones and ensure efficient resolution of incidents and service requests, taking into account regional differences and requirements. Collaboration : Work closely with other IT teams and departments to escalate and resolve more complex issues, ensuring seamless service delivery to end-users. Documentation and Reporting : Maintain clear documentation for all incidents, service requests, and resolutions in line with ITSM best practices. Contribute to knowledge base articles to enhance self-service options for users. Required Qualifications: Proven experience as a Service Desk Engineer or IT Support Specialist in an ITSM environment. Hands-on experience with ServiceNow (or similar ITSM tools) for Incident and Request Management. Strong Active Directory skills (user account creation, password resets, access control). Proficient in email communication and the ability to provide clear, concise responses to users. Familiarity with Remote Control Tools. Knowledge of SLA and OLA concepts and how they relate to service delivery and customer expectations. Strong customer handling and communication skills , including the ability to handle difficult situations with professionalism and empathy. Solid understanding of VPN technology and troubleshooting VPN-related issues for remote access. Experience with G Suite (Google Workspace) is a plus. Experience working with international customers and the ability to handle issues across multiple time zones and cultures. Excellent English proficiency in both written and verbal communication. Preferred Qualifications: ITIL Foundation Certification or relevant ITSM training. Knowledge of additional tools or technologies relevant to the service desk environment (e.g., remote desktop tools, IT monitoring tools, etc.). Prior experience in a multinational or global organization providing IT support to international teams. Working Conditions: The ability to handle after-hours support or flexible working hours to accommodate global time zones. Work from office only 24/7 working hours