Nihilent Technologies - Service Desk Analyst

Description :

Key Responsibilities :

- Act as the first point of contact for IT support queries from users via phone, email, or ticketing system.

- Provide high-quality customer service and maintain a professional attitude at all times.

- Troubleshoot and resolve desktop, laptop, server, and network-related issues.

- Perform incident management and request fulfillment in line with ITIL processes.

- Escalate complex issues to relevant teams when necessary.

- Maintain detailed and accurate records in the service management tool.

- Ensure timely follow-up and closure of support tickets.

Required Skills & Qualifications :

- 1+ year of experience in a Service Desk / IT Support role.

- Strong customer service mindset with excellent communication (verbal & written) and interpersonal skills.

- Ability to logically diagnose and resolve technical problems independently.

Working knowledge of :

- Windows/Server Operating Systems

- Microsoft Office 365 & Teams

- PC hardware and troubleshooting

- Basic networking & server concepts

- Familiarity with ITIL Foundation or experience working in an ITIL-based environment is preferred.

- Team player with the ability to work independently when required.

- Positive attitude, adaptable, and results-driven.

Preferred Attributes :

- Enthusiastic and dynamic personality.

- Strong ownership mindset and willingness to go the extra mile.

- Ability to perform well under pressure and prioritize tasks effectively.