ServiceDesk

Job Description: As a Service Desk Analyst, you will be responsible for providing first-level IT support to end users. Your primary duties will include resolving technical issues, managing tickets, and ensuring timely service delivery in adherence to SLAs. Key Responsibilities: - Handle user queries through calls, email, or chat channels effectively. - Troubleshoot hardware, software, and network issues to provide quick resolutions. - Utilize ticketing tools to manage incidents and service requests efficiently. - Provide support for Active Directory, Microsoft 365, VPN, and email problems. - Escalate complex issues to higher-level support teams when necessary. - Ensure compliance with SLAs and maintain thorough documentation of support activities. Qualifications: - Graduation in IT/Computer Science or equivalent field. - ITIL or similar certification would be advantageous. Experience: - A minimum of 25 years of experience in IT support or Service Desk roles. Key Skills: - Proficiency in Windows OS and basic networking concepts (DNS, VPN, TCP/IP). - Familiarity with ticketing tools such as ServiceNow, Jira, or Remedy. - Experience with Active Directory and remote support tools. - Strong communication and problem-solving skills. Job Description: As a Service Desk Analyst, you will be responsible for providing first-level IT support to end users. Your primary duties will include resolving technical issues, managing tickets, and ensuring timely service delivery in adherence to SLAs. Key Responsibilities: - Handle user queries through calls, email, or chat channels effectively. - Troubleshoot hardware, software, and network issues to provide quick resolutions. - Utilize ticketing tools to manage incidents and service requests efficiently. - Provide support for Active Directory, Microsoft 365, VPN, and email problems. - Escalate complex issues to higher-level support teams when necessary. - Ensure compliance with SLAs and maintain thorough documentation of support activities. Qualifications: - Graduation in IT/Computer Science or equivalent field. - ITIL or similar certification would be advantageous. Experience: - A minimum of 25 years of experience in IT support or Service Desk roles. Key Skills: - Proficiency in Windows OS and basic networking concepts (DNS, VPN, TCP/IP). - Familiarity with ticketing tools such as ServiceNow, Jira, or Remedy. - Experience with Active Directory and remote support tools. - Strong communication and problem-solving skills.