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, J...