Service Desk Analyst

About the role

We are looking for a Service Desk Analyst to provide first-level technical support to users, troubleshoot IT-related issues, and ensure timely resolution of service requests. The ideal candidate has hands-on Service Desk experience, strong customer service skills, and a solid BPO background.

Key responsibilities

• Provide first-level technical support through phone, email, chat, or ticketing systems.
• Troubleshoot and resolve common hardware, software, network, and access-related issues.
• Log, update, prioritize, and monitor incidents and service requests using a ticketing system.
• Perform basic troubleshooting for Windows, applications, printers, connectivity, and user accounts.
• Escalate complex or unresolved issues to the appropriate IT support teams.
• Follow established IT support procedures, SLAs, and escalation processes.
• Maintain accurate documentation of troubleshooting steps and resolutions.
• Provide professional and timely customer service to users.
• Assist with user account, password, and access-related requests.
• Contribute to knowledge-base documentation and continuous improvement of support processes.

About you

• At least 1 year of experience in a Service Desk, IT Help Desk, or Technical Support role.
• At least 3 years of overall BPO experience.
• Good understanding of basic IT troubleshooting and technical support.
• Familiarity with ticketing systems and incident management processes.
• Basic knowledge of Windows, Microsoft Office/365, networking, and user account management.
• Strong verbal and written communication skills.
• Strong customer service and problem-solving skills.
• Willing to work onsite.
• Willing to work a dayshift schedule.
• Preferred: Experience supporting enterprise users or corporate environments.
• Preferred: IT certifications such as CompTIA A+, ITIL, or Microsoft certifications.
• Preferred: Experience with Active Directory, Microsoft 365, VPN, remote desktop tools, or similar IT support technologies.