IT Service Desk Analyst
7 days ago
Position Purpose
The IT Service Desk Analyst provides first-line technical support, troubleshooting and resolving IT incidents while ensuring timely resolution in alignment with ITIL standards.
Job Description
- Serve as the first point of contact for IT incidents, troubleshooting and resolving issues, or escalating as needed.
- Manage and track incidents using a ticketing system, ensuring resolution within agreed SLAs.
- Provide technical support for systems like Windows 10, Active Directory, Office365, Azure AD, and Mobile Device Management.
- Monitor IT systems proactively to identify and address potential issues before impacting operations.
- Assist in IT security compliance, including user onboarding/offboarding and adherence to security policies.
Experience and Qualification
- Bachelors in Information Technology / Computer Sciences.
- 03 to 04 years of relevant experience.
Specific Requirements
- Strong troubleshooting skills with a proven ability to diagnose and resolve technical issues.
- Experience using a ticket management system for incident tracking and resolution.
- Proficiency in Microsoft Office, Windows 10, Office365, Active Directory, and Azure AD.
- Knowledge and experience in Mobile Device Management (MDM) and bespoke systems.
- Ability to analyze, prioritize, and resolve issues within SLAs while maintaining high customer satisfaction.
- Comfortable to work onsite from 12 p.m. to 9 p.m.
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