Service Desk Analyst

About the role

We are seeking a Service Desk Analyst to act as the first point of contact for users, handling technical issues and service requests across Windows, macOS and Linux environments. The role focuses on delivering prompt, high‑quality support to maintain a positive customer experience and meet service level agreements.

Key responsibilities

• Answer inbound calls and emails, diagnose and resolve user issues, and log all interactions in a ticketing system.
• Assign tickets to appropriate teams, track progress, and ensure closure according to SLA targets.
• Manage user accounts, permissions and group policies in Active Directory, including account provisioning and de‑provisioning.
• Provide Level‑1 troubleshooting for operating systems, Microsoft Office, Outlook/Exchange, VPN, and remote‑access tools such as VNC or TeamViewer.
• Perform basic network diagnostics (ping, nslookup, ipconfig, tracert) and assist with router, switch or circuit issues.
• Support telephony systems, including Avaya PBX, and assist with desktop application problems.
• Document incidents, generate performance logs and contribute to root‑cause analysis for larger outages.

Required profile

• Bachelor’s degree in Computer Science, Information Technology or a related field.
• Minimum 1 year of experience in incident, change and problem management within an IT service desk.
• Strong verbal and written communication skills, with the ability to produce clear technical documentation.
• Excellent prioritisation, multitasking and problem‑solving abilities under pressure.

Required skills

• Windows 10/Server, macOS, Linux (Ubuntu) operating systems.
• Active Directory and Group Policy management.
• Microsoft Office suite, Outlook and Exchange configuration.
• VPN client setup and remote‑access tools (VNC, TeamViewer).
• Basic networking commands and concepts (IP, ping, nslookup, ipconfig, tracert).
• Telephony platforms such as Avaya PBX.
• Ticketing and incident‑management systems.