IT Service Desk Analyst

Job Summary

A company is looking for an IT Service Desk Analyst - Level 2.

Key Responsibilities

• Provide first-level support for PCs, software applications, network connectivity, and peripherals while ensuring high customer service
• Utilize the ticket tracking system for documenting customer contacts, issues, and requests, ensuring accurate follow-up and resolution
• Support and maintain systems onsite or remotely, sharing knowledge and submitting articles for publication

Required Qualifications

• 2-4 years of relevant experience in a service desk, desktop support, or IT technician role
• Proficiency in troubleshooting Windows operating systems, Microsoft 365 apps, and standard desktop software
• Experience supporting identity and access issues in Active Directory / Entra ID (Azure AD)
• Familiarity with ticketing systems such as ServiceNow
• Experience with remote support tools like SCCM, Intune, and TeamViewer