We’re seeking a Service Desk Analyst (L1) to be the first point of contact for IT support in a managed services environment. This role is ideal for professionals with strong troubleshooting skills and a customer‑focused mindset.

Key Responsibilities

Provide first‑line support for desktops, laptops, mobile devices, and peripherals.

Troubleshoot Windows 10/11 and enterprise applications.

Support Microsoft 365 (Outlook, Teams, SharePoint, OneDrive).

Handle password resets, MFA issues, and account unlocks.

Log incidents/service requests in ITSM platforms.

Escalate complex issues to L2/L3 teams while ensuring user communication.

Required Skills

Microsoft 365 user administration

Basic Active Directory management

Networking fundamentals (DNS, DHCP, VPN)

Experience with ITSM tools (ServiceNow, Jira, Zendesk, etc.)

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