Service Desk Analyst
Core
First-line IT support analyst managing incidents, service requests, and user engagement for internal colleagues in a modern technology environment.
Role type
Service Desk Analyst (Level 1/2 Support)
Builds
IT service stability and user productivity through incident resolution and request fulfillment
Domain
Financial Services / IT Operations
Required skills
Incident management, Service Request fulfillment, ITIL processes, Windows desktop troubleshooting, Microsoft 365 (Office 365, Exchange, Teams, SharePoint, Active Directory, Azure AD), IP telephony, Basic networking, Mobile device management, Problem diagnosis, Knowledgebase management, CMDB updates
Preferred skills
Automation awareness, Continuous improvement, Self-service design
Technologies
Windows, Microsoft 365, Active Directory, Azure AD, Exchange, Teams, SharePoint, IP Telephony, CMDB
Responsibilities
Log, classify, triage, and resolve incidents; Fulfill service requests based on documented procedures; Update configuration database (CMDB) and knowledgebase; Act as central point of contact for IT services; Diagnose and troubleshoot user-facing IT issues; Escalate complex issues to specialists or vendors.
Seniority
Mid-level, hands-on IC