Role Overview :

Service Desk Analyst provides technical help for users of an organization. Analysts respond to inquiries, and they evaluate and resolve issues relating to IT equipment and applications. They provide technical care for any aspect of the information systems unit, including system hardware, operating systems, applications, and networks.

Responsibilities :

- Provide multi-channel IT support through calls, chats, and emails, ensuring timely and effective resolution of end-user issues.

- Perform installation, upgrades, and maintenance of software, hardware, and peripherals across diverse platforms.

- Analyze and resolve incidents with an emphasis on achieving 95% First Call Resolution (FCR).

- Deploy and patch software efficiently using Workspace ONE (AirWatch) and related endpoint management tools.

- Develop and maintain detailed knowledge base articles and process documentation to enhance team efficiency and consistency.

- Escalate unresolved or complex issues to higher-level support teams when necessary.

Technical Requirements :

- Operating Systems : Advanced troubleshooting for macOS (Reimaging, crash analysis) and Windows support (BSOD, performance optimization).

- End-User Support : Expertise in Zero Touch Provisioning and remote support tools (Zoom).

- Tools : Active Directory, Office 365, Google Workspace, ServiceNow, VPN (Global Protect, Zscaler).

- Networking : Fundamentals of LAN/WAN, IP, DNS, DHCP, VPN.

Professional Attributes :

- Proven ability to work in 24/5 and night shift rotations supporting global teams.

- Work on weekends (on-call via PagerDuty) as part of a global support rotation.

- Excellent interpersonal and communication abilities with a customer-first mindset.

- Familiarity with ITIL processes (Incident, Change, and Problem Management).