Technical Analyst-Service Desk

Life on the Team

• We are seeking a Service desk Analyst who will be the first point of contact for end users, providing high-quality technical support and ensuring a seamless IT experience.

What You Will Do

• Respond to support requests via phone, email, chat, and IT ticketing systems.
• Provide first-level troubleshooting for desktop, laptop, hardware, software, and peripheral device issues.
• Support users with password resets, account unlocks, access management, and basic system configurations.
• Troubleshoot common issues including:
• Diagnose and resolve network connectivity issues related to: IP Addressing, DHCP, and DNS, Internet connectivity, Wi-Fi and Ethernet networks, Slow network performance
• Manage user accounts and permissions within Active Directory environments.
• Configure and troubleshoot Microsoft Outlook profiles, email delivery issues, shared mailboxes, and calendars.
• Provide remote support using tools such as RDP, TeamViewer, AnyDesk, or similar solutions.
• Create, update, prioritize, and close support tickets while maintaining accurate documentation.
• Escalate unresolved incidents to Level 2 support teams when necessary.
• Contribute to knowledge base documentation and follow established IT support processes.

What You'll Need

• Minimum 4 years of experience in IT Helpdesk, Service Desk, or Technical Support roles.
• Bachelor's degree, Diploma, or equivalent qualification in IT, Computer Science, or a related field.
• ITIL Foundation knowledge or certification will be an added advantage.
• Mobile phone browsing is not permitted on the operations floor.
• Basic understanding of Windows operating systems and desktop support.
• Knowledge of networking fundamentals, including TCP/IP, DHCP, DNS, and connectivity troubleshooting.
• Experience with Active Directory user administration and access management.
• Familiarity with Microsoft 365 applications, particularly Outlook.
• Understanding of remote support tools and methodologies.
• Knowledge of IT ticketing systems and incident management processes.
• Familiarity with ticket prioritization (P1–P4) and troubleshooting documentation.