Service Desk Analyst
Core
Frontline IT service delivery providing Level 1 and Level 2 support for incidents and service requests across the organization's IT portfolio.
Role type
Service Desk Analyst (Level 1 & 2)
Builds
IT service stability and user access to hardware, software, and network resources
Domain
IT Service Management (ITIL 4), Enterprise IT Support
Required skills
Incident management, troubleshooting (hardware/OS/network), Active Directory, Microsoft 365, Exchange Online, VPN/Wi-Fi, printing, security triage, service request fulfillment, major incident support, knowledge management
Preferred skills
ITIL 4 practices, advanced troubleshooting methodologies, mentoring Level 1 analysts
Technologies
Windows 10/11, macOS, Active Directory, Microsoft 365, Exchange Online, Teams, OneDrive, VPN, Wi-Fi, DNS, DHCP, Endpoint Security Agents
Responsibilities
Act as single point of contact for IT incidents via phone, email, portal, or walk-up; Log, categorize, prioritize, and resolve incidents at first contact or escalate to Level 2; Perform advanced troubleshooting for OS, network, identity, and application issues; Fulfill service requests for access, software, hardware, and onboarding; Provide professional communication and manage user expectations during major incidents; Contribute to knowledge base and identify recurring incident patterns.