IT Service Desk Analyst

Communication and Analytical Abilities:

• Fluent in English with a neutral accent and capable of articulating complex technical issues clearly to non-technical users.

• Ability to produce detailed, accurate documentation of user-reported issues, service requests, and the troubleshooting steps taken.

• Exceptional customer service skills, with the ability to extract relevant information from users and diagnose issues effectively.

• Skilled in asking probing questions to assess the scope and urgency of issues and apply structured problem-solving techniques.

Technical Skills:

• Strong troubleshooting capabilities across a broad range of platforms, including Windows 10/11, iPhones, networking, and enterprise applications like Microsoft Teams, Office 365, and Exchange Online.

• Hands-on experience with Azure Cloud, Active Directory, Citrix, and other enterprise-level IT systems.

• Familiarity with ITSM tools such as ServiceNow, Jira, or Zendesk, with an understanding of ticket management and workflow automation.

• Understanding of security protocols, including Multi-Factor Authentication (MFA), endpoint protection, and basic compliance with data protection regulations such as GDPR.

• Basic access management tasks including:

1. Microsoft Active Directory: User and group management (On-Premises and Azure).
2. Microsoft 365 Apps: Account provisioning and permission settings.
3. Line of Business Applications: Access control and user account management.

Duties:

• Shift Flexibility: Ability to work across all shifts to provide 24/7 global support.

• Support Management: Receive, log, and manage incoming support calls, emails, and web requests from internal staff, ensuring all interactions are documented in ServiceNow.

• Problem Ownership: Manage support tickets, ensuring timely resolution or escalated issues and keeping users informed throughout the process.

• First-Line Resolution: Provide initial troubleshooting for a wide range of IT-related issues, escalating more complex problems to appropriate resolver groups.

• High Customer Service Standards: Maintain a high standard of customer service by adhering to ITIL service management principles and continuously seeking to improve the user experience.

• External Technical Support Coordination: Arrange for external technical support when issues cannot be resolved in-house.

• Security Incident Management: Identify, triage, and promptly escalate suspected security incidents (e.g., phishing, malware, unusual account activity, lost/stolen devices) to the Security/SOC team in line with defined severity levels and SLAs.

• Follow approved security playbooks to capture required details, preserve evidence where applicable, and maintain accurate, confidential documentation of all security-related tickets in ServiceNow.