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About the role
Job Title: Service Desk Analyst (4-5 Years Experience) Job Summary We are looking for a Service Desk Analyst with 4-5 years of experience in IT support to provide first-level technical assistance to end users. The candidate will be responsible for handling incidents and service requests, ensuring timely resolution, and delivering excellent customer support. Key Responsibilities - Act as the first point of contact for IT support via calls, emails, and ticketing tools - Log and track incidents/service requests in the ticketing system - Provide first-level troubleshooting and resolution for: o Password resets and account unlocks o Outlook / O365 issues o VPN and connectivity issues o Printer and basic hardware issues - Escalate complex issues to L2/L3 teams with proper documentation - Ensure all tickets are updated and closed within defined SLAs - Follow up with users to confirm issue resolution - Maintain and update knowledge base articles - Support user onboarding/offboarding activities Required Skills & Qualifications - 4-5 years of experience in Service Desk / IT Support - Basic knowledge of: o Windows OS o Microsoft Office 365 o Active Directory (user management, password reset) - Experience with ticketing tools - Understanding of ITIL processes (Incident & Request Management) - Good troubleshooting and analytical skills Soft Skills - Strong communication and interpersonal skills - Customer-focused mindset - Ability to work under pressure and in shifts - Good time management and multitasking ability Job Types: Full-time, Permanent Compensation: 500,000.00 - 700,000.00 per year Advantages: - Cell phone reimbursement - Health insurance - Provident Fund - Work from home Work Location: In person Job Title: Service Desk Analyst (4-5 Years Experience) Job Summary We are looking for a Service Desk Analyst with 4-5 years of experience in IT support to provide first-level technical assistance to end users. The candidate will be responsible for handling incidents and service requests, ensuring timely resolution, and delivering excellent customer support. Key Responsibilities - Act as the first point of contact for IT support via calls, emails, and ticketing tools - Log and track incidents/service requests in the ticketing system - Provide first-level troubleshooting and resolution for: o Password resets and account unlocks o Outlook / O365 issues o VPN and connectivity issues o Printer and basic hardware issues - Escalate complex issues to L2/L3 teams with proper documentation - Ensure all tickets are updated and closed within defined SLAs - Follow up with users to confirm issue resolution - Maintain and update knowledge base articles - Support user onboarding/offboarding activities Required Skills & Qualifications - 4-5 years of experience in Service Desk / IT Support - Basic knowledge of: o Windows OS o Microsoft Office 365 o Active Directory (user management, password reset) - Experience with ticketing tools - Understanding of ITIL processes (Incident & Request Management) - Good troubleshooting and analytical skills Soft Skills - Strong communication and interpersonal skills - Customer-focused mindset - Ability to work under pressure and in shifts - Good time management and multitasking ability Job Types: Full-time, Permanent Compensation: 500,000.00 - 700,000.00 per year Advantages: - Cell phone reimbursement - Health insurance - Provident Fund - Work from home Work Location: In person