Service Desk Analyst

Role Overview

We are looking for a proactive Service Desk Analyst with 1–4 years of experience in IT support to provide first-level technical assistance to end users. The ideal candidate should have hands-on experience with ticketing tools such as Jira, strong troubleshooting skills, and a customer-focused approach to resolving IT issues.

Key Responsibilities

• Provide Level 1 technical support for end-user issues related to hardware, software, and network connectivity.

• Log, track, and manage incidents and service requests using Jira or similar ticketing tools.

• Troubleshoot issues related to Windows OS, Microsoft Office, email, VPN, and basic network connectivity.

• Ensure timely resolution of incidents according to defined SLAs.

• Escalate complex technical issues to L2/L3 support teams when required.

• Maintain accurate documentation of issues, resolutions, and support processes.

• Provide remote support to users through remote desktop tools.

• Assist in onboarding/offboarding activities including user account setup and access provisioning.

• Collaborate with internal IT teams to improve service desk operations.

Required Skills

• 1–3 years of experience in IT Service Desk / Helpdesk / Technical Support.

• Hands-on experience with Jira or other ticketing tools.

• Basic knowledge of Windows OS, Active Directory, networking concepts, and Microsoft Office applications.

• Understanding of incident management and service request processes.

• Strong communication and customer service skills.

• Ability to work in shift-based environments if required.

Preferred Qualifications

• Certification or familiarity with ITIL concepts.

• Experience with remote support tools and enterprise IT environments.

• Bachelor’s degree in Computer Science, IT, or related field.