Role Summary:
The Service Desk Analyst serves as the first point of contact for end users, providing technical support and resolution for IT incidents and service requests. The role is responsible for delivering high-quality customer service, ensuring timely issue resolution, maintaining SLA compliance, and supporting a wide range of workplace technologies, including Microsoft 365, endpoint devices, identity management, and collaboration tools.
Key Responsibilities:
Incident & Service Request Management:
· Log, categorize, prioritize, and resolve incidents and service requests in accordance with ITIL/ITSM processes and SLA commitments.
· Perform first-line diagnosis, troubleshooting, and resolution of end-user issues across supported technologies.
· Ensure accurate ticket documentation, classification, tracking, updates, and closure.
· Monitor ticket queues and proactively manage workload to achieve operational targets.
· Resolve standard incidents at first contact whenever possible to improve First Contact Resolution (FCR) rates.
· Escalate unresolved or complex issues to appropriate resolver groups while maintaining ownership and communication.
End User Support:
· Provide remote support for desktops, laptops, mobile devices, printers, peripherals, and workplace technologies.
· Support Microsoft 365 applications including Outlook, Teams, OneDrive, SharePoint, and Office applications.
· Assist users with password resets, account unlocks, authentication issues, and access requests.
· Troubleshoot hardware, software, application, operating system, and network connectivity issues.
· Ensure a seamless and positive end-user experience through professional and customer-focused support.
Communication & Customer Service:
· Provide timely updates and maintain regular communication with users regarding incident progress and resolution timelines.
· Manage user communications during planned maintenance, service disruptions, and major incidents.
· Adhere to customer service standards and maintain high levels of customer satisfaction.
· Follow established communication and escalation procedures.
Knowledge Management & Process Compliance:
· Utilize knowledge articles, SOPs, FAQs, and troubleshooting guides to ensure consistent service delivery.
· Contribute to the knowledge base by documenting recurring issues, resolutions, and workarounds.
· Participate in knowledge transfer sessions, team training, and continuous improvement initiatives.
· Ensure compliance with organizational policies, processes, security standards, and audit requirements.
Collaboration & Operational Support:
· Collaborate effectively with technical teams, resolver groups, service management teams, and business stakeholders.
· Participate in shift handovers, team meetings, and operational reviews.
· Support service improvement initiatives and process optimization activities.
· Assist in meeting key service metrics including SLA compliance, ticket backlog reduction, FCR, and customer satisfaction scores.
Required Skills & Experience:
Technical Skills:
· Working knowledge of Windows 10/11 and Microsoft 365 applications.
· Understanding of Active Directory, Azure AD/Entra ID, and identity management concepts.
· Experience supporting Outlook, Teams, OneDrive, SharePoint, and Office applications.
· Basic networking knowledge including DNS, DHCP, TCP/IP, VPN, and Wi-Fi troubleshooting.
· Familiarity with ITSM tools such as ServiceNow, Freshservice, Remedy, Jira Service Management, or similar.
· Knowledge of endpoint management and remote support tools.
Soft Skills:
· Excellent verbal and written communication skills.
· Strong customer service orientation and problem-solving ability.
· Ability to work under pressure in a fast-paced support environment.
· Good analytical and troubleshooting skills.
· Strong teamwork, collaboration, and stakeholder management skills.
· Willingness to work in rotational shifts and on-call schedules if required.
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