Service Desk Analyst

Key Responsibilities

• Provide first-line technical support to international users through phone, email, chat, and web channels.
• Create, categorize, prioritize, assign, track, escalate, and close service tickets using ServiceNow or similar ticketing systems.
• Troubleshoot technical issues involving Microsoft Office 365, Outlook, VPN, Active Directory, Windows operating systems, printers, Webex, Jabber, and other supported applications.
• Assist users with hardware and software configuration, including desktops, laptops, MacBooks, mobile devices, tablets, and multifunction printers.
• Follow established Knowledge Articles, Known Error Databases (KEDBs), SOPs, and SOWs to identify appropriate workarounds and resolutions.
• Ensure timely incident resolution in accordance with defined SLAs and support processes.
• Escalate unresolved issues to L1.5, L2, or other appropriate resolver groups.
• Coordinate with other support teams to follow up on outstanding tickets and ensure timely resolution.
• Conduct callbacks to users to verify issue resolution and address follow-up requests.
• Identify recurring incidents, monitor ticket trends, and report potential system outages to the team lead or appropriate support team.
• Create and link child tickets to problem tickets when necessary.
• Maintain accurate ticket documentation and recommend updates to the knowledge base when appropriate.
• Deliver excellent customer service while maintaining professional telephone etiquette and effective communication.
• Work collaboratively with distributed teams while managing individual responsibilities and meeting performance targets.

Qualifications and Requirements

• 2–3 years of experience in an international Service Desk or IT Help Desk environment, preferably with voice support experience.
• Strong troubleshooting skills in Microsoft Office 365, Outlook, VPN, Active Directory, Windows operating systems, printers, and other common IT applications.
• Experience using ServiceNow or similar IT service management and ticketing tools.
• Experience providing technical support through phone, email, and chat.
• Working knowledge of Microsoft Office applications, including Word, Excel, and PowerPoint.
• Familiarity with Windows desktops and laptops, MacBooks, mobile devices, tablets, and basic PC hardware configuration.
• Understanding of IT infrastructure management processes and the ITIL framework.
• Excellent verbal and written English communication skills.
• Strong customer service, interpersonal, and problem-solving skills.
• Good time management skills and the ability to work under pressure.
• Willingness to work on a night shift in a 24/7 support environment, including weekends and holidays as required.
• Ability to work independently and collaboratively with a team.
• Willingness to learn, adapt, and continuously develop technical skills.