Service Desk Analyst
Core
First point of contact for IT support, troubleshooting technical issues and managing service requests to ensure a smooth digital experience for end users.
Role type
Service Desk Analyst (Level 1 IT Support)
Builds
Operational efficiency and user satisfaction in a structured IT support environment
Domain
IT Services / Enterprise Technology Support
Deliverable
client delivery
Required skills
ITSM platforms (ServiceNow), Microsoft 365 (Outlook, Teams, OneDrive, SharePoint, Exchange), Active Directory, Microsoft Entra ID, Microsoft Intune, Windows OS, endpoint management, VPN, remote access, password resets, account unlocks, MFA, device enrollment, basic network troubleshooting
Preferred skills
24/7 shift coverage, knowledge base management, SLA monitoring, security incident escalation
Technologies
ServiceNow, Microsoft 365, Windows, Microsoft Intune, JAMF, BitLocker, Microsoft Entra ID, Active Directory
Responsibilities
Serve as first point of contact for incidents and service requests via phone, email, and portals; troubleshoot laptops, desktops, mobile devices, printers, and peripherals; manage Microsoft 365 applications and identity services; perform password resets and account unlocks; assist with device enrollment and compliance checks; monitor ticket queues and SLAs; escalate complex or security-related issues to Level 2 support.
Seniority
Junior to Mid-level, hands-on IC