IT Service Desk Analyst

IT Service Desk Analyst – Job Description

Job Title: IT Service Desk Analyst
Experience: 1–4 years
Employment Type: Full-time

Role Overview

We are looking for an IT Service Desk Analyst to provide technical support to end users and ensure timely resolution of hardware, software, network, and access-related issues. The role involves troubleshooting incidents, managing service requests, maintaining IT documentation, and delivering a high-quality user support experience.

Key Responsibilities

• Provide first-line technical support through phone, email, chat, and ticketing systems.

• Log, categorize, prioritize, and track incidents and service requests.

• Troubleshoot hardware, software, operating system, application, and network issues.

• Diagnose and resolve problems related to desktops, laptops, printers, mobile devices, and peripherals.

• Support user accounts, password resets, access requests, and permissions.

• Assist with Active Directory, Microsoft 365, VPN, and email-related issues.

• Install, configure, and maintain desktops, laptops, applications, and peripheral devices.

• Escalate complex or unresolved incidents to appropriate technical teams.

• Monitor tickets and ensure incidents are resolved within defined SLAs.

• Follow IT service-management processes and organizational support procedures.

• Maintain accurate records of incidents, resolutions, assets, and user requests.

• Create and update knowledge-base articles, troubleshooting guides, and FAQs.

• Assist with onboarding and offboarding employees, including account and equipment provisioning.

• Support software deployments, updates, patches, and endpoint-security requirements.

• Communicate clearly with users regarding incident status and resolution.

• Identify recurring issues and recommend improvements to reduce support incidents.

Required Skills

• Strong troubleshooting and problem-solving skills.

• Good knowledge of Windows operating systems, Microsoft 365, Active Directory, and basic networking.

• Understanding of TCP/IP, DNS, DHCP, VPNs, Wi-Fi, and common connectivity issues.

• Experience with IT service-desk or ticketing tools such as ServiceNow, Jira Service Management, Freshservice, or similar.

• Familiarity with desktop hardware, printers, peripherals, and common business applications.

• Understanding of ITIL concepts and incident/service-request management.

• Strong customer-service and communication skills.

• Ability to prioritize multiple tickets and work effectively under SLA requirements.

• Good documentation and knowledge-sharing skills.

Preferred Skills

• Experience with Microsoft Intune or endpoint-management solutions.

• Basic PowerShell or scripting knowledge.

• Familiarity with remote-support tools.

• Basic understanding of cybersecurity and endpoint protection.

• Experience supporting hybrid or remote users.

• Knowledge of asset-management and software-deployment processes.

Preferred Certifications

• CompTIA A+

• CompTIA Network+

• ITIL Foundation

• Microsoft 365 Certified certifications

• HDI Support Center Analyst

Education

• Bachelor's degree or diploma in Information Technology, Computer Science, Computer Applications, or a related field preferred.