Service Desk Analyst

About the role

We are seeking highly motivated L1 Service Desk Analysts to serve as the first point of contact for all IT‑related issues. The role involves handling user requests via phone, chat, or email, providing basic troubleshooting, logging incidents and escalating complex problems as needed.

Key responsibilities

• Receive and respond to IT tickets through phone, email, chat and self‑service portals.
• Troubleshoot standard hardware and software problems such as password resets, VPN connections and printer issues.
• Log, prioritize and route incidents in ServiceNow with accurate details.
• Follow knowledge‑base articles and troubleshooting scripts to achieve first‑contact resolution.
• Meet SLA targets for response time, ticket closure and escalations.
• Escalate unresolved issues to L1.5 or L2 teams with full diagnostics included.

Required profile

• Bachelor’s degree or Diploma in Computer Science, IT or a related field.
• Strong verbal and written English communication skills.
• ITIL Foundation certification preferred.
• Willingness to work in 24 × 7 rotational shifts.

Required skills

• Windows operating system.
• Microsoft Office suite (Word, Excel, Outlook).
• ServiceNow or similar ITSM tool.
• Remote troubleshooting tools such as RDP and Bomgar.
• Basic knowledge of Active Directory and Multi‑Factor Authentication.
• CompTIA A+ certification (optional).
• Microsoft Certified: Fundamentals (optional).