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.