Service Desk Analyst

Job description

Desired Competencies (Technical/Behavioral Competency) Must-Have

• Strong knowledge of:
• Windows OS and Microsoft Office applications
• Basic networking concepts (LAN, WAN, VPN)
• Active Directory and user account management
• Strong verbal and written communication skills
• Ability to manage multiple tasks and work under pressure
• Customer-oriented mindset with a focus on service excellence Good-to-Have
• Strong understanding of Service Desk operations and ITIL framework SN Role descriptions / Expectations from the Role 1
• Serve as the first point of contact for all IT service requests and incidents via phone, email, or ticketing system 2
• Provide Level 1 support for hardware, software, network, and application issues 3
• Log, categorize, and prioritize incidents and service requests in the ticketing system 4
• Troubleshoot and resolve common technical issues in a timely manner 5
• Escalate complex incidents to Level 2/3 support teams as needed 6
• Monitor ticket queues to ensure SLA compliance 7
• Assist in user account management (password resets, access provisioning, etc.) 8
• Maintain accurate documentation of issues, solutions, and procedures 9
• Contribute to knowledge base articles and continuous service improvement

Qualifications

BACHELOR OF ENGINEERING