Job Summary

We are seeking a Service Desk Analyst to provide first and second-line IT support, ensuring excellent customer service and timely resolution of incidents and service requests. The successful candidate will act as a key point of contact for technical issues, troubleshoot end-user problems, and support a wide range of Microsoft and infrastructure technologies.

Key Responsibilities

• Provide 1st and 2nd level remote support for hardware, software, and network-related issues.
• Manage incidents, service requests, and problem tickets while meeting agreed SLAs and KPIs.
• Troubleshoot and resolve issues related to Windows OS, Microsoft 365, Exchange, and end-user devices.
• Support user account management, password resets, onboarding, and offboarding activities.
• Administer Active Directory, Entra ID, Microsoft Intune, and Mobile Device Management (MDM) solutions.
• Support VMware environments and basic network...