IT Service Desk

The IT Service Desk Analyst is responsible for providing first-line technical support to customers, guests, and internal users. The role involves managing and resolving IT service tickets, supporting user onboarding and offboarding processes, troubleshooting hardware and software issues, and ensuring a high level of customer satisfaction through timely and professional IT support.

• Monitor, manage, and resolve IT service desk tickets within agreed service levels (SLAs).
• Diagnose and troubleshoot hardware, software, network, email, and application-related issues.
• Escalate unresolved issues to appropriate technical teams and track them through resolution.
• Maintain accurate records of incidents, service requests, and resolutions in the ticketing system.
• Communicate regularly with customers and users regarding ticket status and updates.

• Provide IT support to customers, guests, and end users through various support channels including email, phone, and remote assistance.
• Assist guests with IT access requests, connectivity issues, and system-related inquiries.
• Deliver a professional and customer-focused support experience.

• Provision user accounts, email access, application permissions, and system access for new employees, customers, and authorized guests.
• Configure and deploy laptops, desktops, mobile devices, and peripherals.
• Ensure all onboarding activities are completed according to security and compliance requirements.
• Coordinate with HR and department managers to facilitate smooth onboarding.

• Execute user offboarding procedures, including account deactivation and access removal.
• Recover company-issued IT assets where applicable.
• Ensure timely revocation of system, application, and network access to maintain security.
• Maintain accurate records of offboarding activities.

• Support inventory tracking of IT assets and equipment.
• Assist with software licensing and device management activities.
• Maintain documentation related to user access, asset allocation, and service procedures.

• Ticket resolution within SLA targets.
• First-call/first-contact resolution rate.
• User satisfaction scores.
• Timely completion of onboarding and offboarding requests.
• Accuracy of ticket documentation and updates.

• Full-time position.
• May require working in shifts or on-call support based on business requirements.
• Hybrid or on-site support as required.

• ITIL Foundation Certification.
• Microsoft 365 Fundamentals (MS-900).
• CompTIA A+ or equivalent.
• Microsoft Modern Desktop Administrator certifications.