About this role
Position Summary - The Service Desk Analyst provides first-line technical support to end users, ensuring incidents and service requests are logged, categorized, prioritized, resolved, or escalated in accordance with agreed service levels. The role combines strong customer service, technical troubleshooting, accurate documentation, and effective communication to minimize disruption, maintain business continuity, and deliver a consistent end-user experience.
Incident and Request Management
Log, categorize, prioritize, and manage incidents and service requests based on impact and urgency.Perform initial diagnosis, resolve issues within scope, and escalate unresolved or high-impact issues through the defined support model.Maintain accurate ticket notes, ownership, status, resolution details, and user communications throughout the ticket lifecycle.Manage assigned queues and workload to meet agreed response and resolution targets.Support major incidents by providing timely updates, accurate records, and defined communications as required.End-User Support
Provide remote and, where required, on-site support for desktops, laptops, peripherals, mobile devices, operating systems, and approved business applications.Install, configure, troubleshoot, and support approved hardware, software, and peripheral devices.Support Microsoft 365 applications and collaboration services, including Teams and OneDrive for Business.Support iOS and Android mobile devices in accordance with organizational standards.Provide clear guidance to end users using concise, non-technical language.Infrastructure Monitoring and Technical Support
Use approved monitoring tools to proactively identify, investigate, and respond to infrastructure alerts.Monitor servers, backups, network devices, bandwidth utilization, and service availability within the responsibilities assigned to the Service Desk.Troubleshoot hardware, operating-system, network-connectivity, remote-access, and application issues, escalating when specialist or second-line support is required.Support endpoint configuration, software deployment, patch compliance, and device health through the organization’s endpoint-management tools.Identity, Access, and Security Support
Perform approved user-account, password, group-membership, and access-support activities in accordance with access-control procedures.Triage and resolve multifactor authentication issues and help ensure users are appropriately enrolled.Support Microsoft Entra ID, Active Directory, VPN, and remote-access services within assigned permissions.Help maintain endpoint protection, web filtering, and security-patch compliance, and promptly escalate suspected security incidents.Knowledge Management, Escalation, and Collaboration
Create, update, and use knowledge articles, support procedures, and standard resolution documentation.Identify recurring issues and share relevant trends to support problem management and continuous improvement.Escalate issues requiring on-site, second-line, infrastructure, application, or security expertise with complete diagnostic information.Collaborate professionally with local IT, resolver groups, vendors, and business stakeholders.Assist with approved project activities, deployments, asset updates, testing, and service-transition tasks.Performance Expectations
Meet agreed service-level, response-time, resolution-time, and escalation targets.Maintain accurate, complete, and current ticket records.Provide regular, clear updates to users and confirm resolution before closure where required.Contribute to customer satisfaction, first-contact-resolution, and knowledge-management objectives.Follow security, access-control, data-protection, health and safety, and acceptable-use requirements.Complete required technical, service-management, and security training within agreed timelines.
Required Education and Experience
Graduate (Bsc, MCA etc) or BTech or equivalent.At least 1-2 years of experience providing customer-facing support for desktop hardware, peripherals, operating systems, and business applications.Experience working with an IT service-management or help-desk platform and following structured incident and request processes.Required Technical Skills
Working knowledge of Microsoft 365, including core productivity applications, Teams, and OneDrive for Business.Experience supporting currently approved Windows desktop operating systems in an enterprise environment.Working knowledge of Active Directory and Microsoft Entra ID user and access support.Understanding endpoint management, software deployment, patching, endpoint protection, and device compliance concepts.Ability to troubleshoot desktop hardware, peripherals, network connectivity, VPN, remote access, mobile devices, and common business applications.Experience using remote-support, monitoring, and diagnostic tools.Sound technical troubleshooting, analytical, and problem-solving skills.