Description

Job Overview

Our client is seeking a Service Desk Senior Analyst to serve as an experienced point of contact for end-user technical support. This role is responsible for resolving complex IT incidents and service requests, ensuring SLA compliance, and delivering high-quality customer service across a range of workplace technologies.

Key Responsibilities 

• Log, categorize, prioritize, and resolve incidents and service requests per ITIL/ITSM processes and SLA commitments
• Perform first-line diagnosis, troubleshooting, and resolution of end-user issues
• Ensure accurate ticket documentation, tracking, and closure
• Improve First Contact Resolution (FCR) rates and escalate complex issues as needed
• Provide remote support for desktops, laptops, mobile devices, printers, and peripherals
• Support Microsoft 365 applications including Outlook, Teams, OneDrive, and SharePoint
• Assist with password resets, account unlocks, and access requests
• Contribute to the knowledge base and participate in continuous improvement initiatives

Required Skills 

• Windows 10/11 and Microsoft 365 support
• Active Directory, Azure AD / Entra ID, and identity management
• Networking basics: DNS, DHCP, TCP/IP, VPN, Wi-Fi troubleshooting
• ITSM tools: ServiceNow, Freshservice, Remedy, or Jira Service Management
• Endpoint management and remote support tools
• ITIL framework knowledge

Preferred Skills 

• Strong analytical and troubleshooting skills
• Experience with SLA compliance and ticket queue management
• Knowledge management and documentation experience

Key Skills

Education

Any Graduate