Service Desk Analyst

Help Desk Analyst – Job Description

The Help Desk Analyst provides first-level technical support to end users by troubleshooting and resolving hardware, software, and system issues. Responsibilities include managing and responding to tickets through ServiceNow, offering desktop support for both Windows and Mac environments, and assisting with the deployment and configuration of Microsoft systems. The analyst will also provide timely support through phone, email, and other communication channels to ensure technical issues are resolved quickly and effectively.

Technical Skills & Responsibilities :

• Experience using ticketing systems such as ServiceNow
• Desktop support for Windows and Mac OS
• Deployment and troubleshooting of Microsoft systems and applications
• Providing end-user support via phone, email, and in person
• User and device management in Active Directory
• Familiarity with MS Entra ID , Azure , and modern identity / security concepts
• Strong understanding of Windows 11 configuration and support
• Knowledge of ITIL support processes (ITIL Foundation preferred)
• CompTIA A+ certification or equivalent technical background